Service Manager - US Central Region

All of us at EFI™ are relentlessly focused on the growth and success of the print business. That’s why print providers worldwide turn to EFI to help build their brilliant future. Our 2,000+ worldwide team members are passionate about driving our customers’ business growth with a scalable portfolio of products, solutions, services, support, and world-class partnerships for the manufacturing of signage, packaging, textiles, ceramic tiles, building materials, commercial print, and personalized documents with a wide range of printers, inks, digital front ends, and workflow solutions. Our unwavering commitment is to increase their profits, cut costs, improve productivity, and optimize efficiency — job after job, year after year. We’re obsessed with our customers’ success. And we believe we have the right people, technology, and experience to help businesses achieve their goals. Ready to be brilliant, together? Visit efi.com/careers to learn more about career opportunities at EFI. **

Job Description**

Be the primary resource to manage and coordinate EFI - Inkjet service resources for installation and onsite support. Work proactively with all resources within the company to expedite a response to actual or anticipated customer service issues and concerns.

• Review sales contracts to become familiar with the details of each sale.
• Ensure good communication with new customers relative to delivery, installation and training.
• Ensure customers are fully prepared to receive their printer and that their facility is completely ready for the installation.
• Act as a focal point for installation issues and escalate as appropriate.
• Plan, optimize and constantly review field service activities and ensure contractual obligations are met.
• Prioritize and lead improvement/corrective actions during escalations and crises situations.
• Work closely with the rest of the Americas Inkjet team to ensure completion of field projects and initiatives.
• Work closely with sales team in the region to manage customer issues and ensure effective communication.
• Serve as key point of contact for the customers in the assigned region. Establish frequent contact with customers in a proactive effort to ensure customer satisfaction.
• Development of team knowledge and expertise in line with service needs.

Job Requirements

• Bachelor’s degree in a technical domain or equivalent through experience.
• Experience in managing a remote team of field service engineers.
• English is the company language, any other language for this region is a plus.
• A strong customer focus with the ability to effectively communicate between customers and service engineers
• Must be able to travel to customer locations and regional trade shows.
• Experience in the printing industry is a strong plus.
• MS Office

EFI is an “Affirmative Action/EEO/Protected Veteran/Disabled Employer"