Description

Position Summary

The National Shop Center of Excellence Leader is responsible for developing, implementing, and sustaining national standards across all shop operations within the FlexTG national network. This role drives quality control, OEM alignment, KPI performance, standardized configuration practices, LEAN operating principles, and operational consistency to ensure every shop delivers a reliable, repeatable, and customer-ready product. The leader serves as the national owner for shop standards, SOP management, training pathways, model update readiness, firmware compliance, customer network readiness, standardized tools, pre-configuration practices, visual management, waste reduction, process flow improvement, and continuous improvement initiatives that support plug-and-play deployment and best-in-class customer experience.

Essential Functions and Responsibilities

• Establish, implement, and maintain national standards across the FlexTG shop network to ensure consistent quality, productivity, and customer readiness.
• Develop and manage quality control processes for all shops, ensuring alignment with OEM requirements, national KPIs, internal operating standards, and customer expectations.
• Own national shop readiness for new model updates, firmware requirements, configuration standards, and OEM-driven process changes.
• Define and document customer-specific setup requirements, custom configuration needs, and pre-configuration standards to support plug-and-play delivery and installation.
• Develop, maintain, and govern standard operating procedures, step documents, job aids, and process documentation for shop operations.
• Lead national Tech Talk communication, training updates, and technical knowledge-sharing across shop teams.
• Build and maintain a formal training path for shop technicians, including onboarding, skills progression, certification readiness, and ongoing technical development.
• Partner with Delivery and Installation teams to improve end-of-mile execution, reduce installation friction, and improve customer experience.
• Collaborate with the Supply Chain service liaison to align service requirements, shop capabilities, and delivery execution across the national network.
• Develop and maintain a national clone database, including approved templates, configuration packages, version controls, and model-specific set-up standards.
• Drive national efficiency initiatives, including assembly-line workflow design, optimal shop configuration, capacity planning, and large-deal shop management.
• Apply LEAN practices across the national shop network, including 5S, visual management, standard work, waste reduction, root cause analysis, value stream thinking, and continuous improvement routines.
• Develop and monitor LEAN performance improvements related to shop throughput, first-pass quality, rework reduction, cycle time, space utilization, labor efficiency, and standard work adherence.
• Provide guidance on shop design, layout, tooling, and workflow configuration to improve throughput, quality, safety, and labor utilization.
• Create and maintain training videos, tutorials, and reference materials for shop technicians, drivers, and Delivery and Installation teams.
• Standardize shop tools, equipment, setup materials, and support resources across the national network.
• Identify performance gaps, process variation, training needs, and continuous improvement opportunities across shop operations and develop corrective action plans.
• Lead structured problem-solving activities such as Kaizen events, root cause analysis, countermeasure development, and follow-up audits to sustain improvements across shop operations.
• Partner cross-functionally with Supply Chain, Service, Warehouse Operations, Transportation, Delivery and Installation, Sales, and OEM/vendor partners to improve operational execution and customer outcomes.

Qualifications and Experience

Minimum Qualifications

• High School Diploma or GED required; associate or bachelor's degree in business, operations, technical management, supply chain, or a related field preferred.
• Five or more years of experience in shop operations, technical configuration, service operations, warehouse operations, managed print services, or related technical operations.
• Demonstrated experience developing standards, SOPs, training materials, quality control processes, or technical documentation.
• Strong understanding of copier, printer, and multifunction device configuration, firmware, model setup, pre-installation requirements, and shop workflow.
• Experience working with OEM standards, operational KPIs, customer-specific requirements, and field service or delivery execution.
• Ability to lead cross-functional initiatives, influence teams without direct authority, and drive consistency across multiple locations.
• Strong written and verbal communication skills, with the ability to translate technical requirements into clear operating standards and training content.
• Strong organizational, analytical, and problem-solving skills with a continuous improvement mindset.
• Experience applying LEAN tools and continuous improvement methods such as 5S, standard work, visual management, root cause analysis, Kaizen, process mapping, and waste elimination.
• Intermediate proficiency with Microsoft Office applications and business systems used to document, track, and manage operational processes.

Preferred Qualifications

• Experience in the Managed Print Services industry or with national copier/printer deployment operations.
• Experience leading multi-site standardization, center of excellence, or continuous improvement programs.
• Working knowledge of Lean, 5S, standard work, Kaizen, visual management, value stream mapping, structured training programs, process control, and continuous improvement governance.
• Experience building training content, videos, tutorials, technical reference libraries, or knowledge-management programs.
• Experience collaborating with OEMs, service teams, delivery teams, warehouse operations, and sales support functions.

Supervisory Responsibilities

This position may have supervisory responsibilities as the Center of Excellence model develops and may provide dotted-line leadership, training direction, and process governance to shop teams across the national network.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical requirements for performing the essential functions of this position require the employee to be able to: sit, stand, kneel, walk, and reach; lift, push, pull, and/or move up to 50 pounds when working in shop or warehouse environments; hear well enough to communicate with others; read a computer screen and written material; write, type, and use a phone system. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

This role operates in offices, shop, warehouse, and field-support environments. The work environment is generally good with the absence of disagreeable conditions; however, warehouse and shop areas may include moderate noise, equipment movement, and the need to follow all required safety procedures and PPE standards. Travel may be required to support national shop standardization, training, process implementation, and operational improvement initiatives.