Copier Service Manager
DEX Imaging · Salt Lake City, UT · 2 days ago
On-siteOTHRFull-time
Key Responsibilities
- Lead and oversee day-to-day service operations within the Salt Lake City market
- Manage, coach, develop, and support field service technicians
- Ensure compliance with DEX corporate policies, procedures, and performance standards
- Monitor service performance, productivity, response times, and other key service metrics
- Maintain appropriate staffing levels based on customer demand and productivity expectations
- Recruit, train, develop, and retain high-performing service technicians
- Conduct performance coaching, evaluations, and corrective actions when necessary
- Support technicians with complex service issues and customer escalations
- Identify opportunities to improve service processes, efficiency, and customer satisfaction
- Champion a customer-first service culture and personally assist with escalated customer concerns when needed
- Partner closely with sales, operations, logistics, parts, and administrative teams
- Support equipment installations, shop operations, and other service-related functions as needed
- Help develop future leaders and strengthen the service organization
- Maintain consistent communication with regional leadership regarding staffing, performance, customer needs, and operational challenges
Qualifications & Experience
- Proven leadership experience in copier, imaging, office technology, or technical field service operations
- Previous experience managing service technicians or technical teams strongly preferred
- Strong understanding of: Service KPIs and performance metrics, Workforce planning, Technician productivity, Customer service and escalation management, Process improvement and operational efficiency
- Strong leadership skills with the ability to coach, mentor, and develop employees
- Excellent communication, conflict-resolution, and decision-making abilities
- Able to manage multiple priorities in a fast-paced service environment
- Ability and willingness to travel within the Salt Lake City market and surrounding areas as business needs require