Location: Koenig & Bauer Office, Dallas, TX, relocation assistance is available.

Reports to: Chief Operating Officer (COO)

Direct Reports: Service Technicians (Demonstrators, Electricians, Mechanics), Parts & Service Coordinators

Standard Schedule: Standard business hours (Monday-Friday, 8:00 AM - 5:00 PM CT) with periodic requirement for after-hours response/escalation support.

After-Hours Availability: Required to carry a company-issued cell phone and respond to urgent or escalated business requests outside of standard operating
Travel: Domestic and international travel required up to 25%.

FLSA Status: Exempt/Salary

Compensation: $100-125k annual base + annual bonus potential

The Service Manager leads a high-performing, profitable, and customer-centric Service Department. This role is responsible for overseeing field service operations, technician utilization, work order execution (installation, warranty, and billable service), and customer escalation management. By optimizing processes and leading a skilled technical team, the Service Manager ensures Koenig & Bauer remains "the easiest company to do business with" while meeting annual revenue and margin targets.

Essential Duties and Responsibilities:

Department Operations & Resource Management

• Work Order Execution: Oversee the end-to-end service process, including order intake, quoting, technician dispatching, and cross-departmental coordination (Parts, Factory, Accounting).
• Resource Optimization: Analyze technician utilization and scheduling to meet market demand; build training and development roadmaps to address current and future skill gaps.
• Project Oversight: Partner with the Installation Project Manager to resource and budget installation projects. Plan and execute used equipment relocations (vendor management, pre-installation meetings, and budget oversight).
• Process Improvement: Continuously evaluate operational workflows to improve service delivery speed, reduce friction, and enhance overall efficiency.

Financial & Business Development

• P&L Support: Drive departmental activities to achieve annual revenue, profitability, and customer satisfaction goals.
• Quoting & Pricing: Review and approve custom labor quotes, balancing profitability with strategic customer relationships and future sales opportunities.
• Growth Initiatives: Identify revenue-generating opportunities through targeted service offerings, custom programs (e.g., Service Select), and expanded service capabilities.

Leadership & Team Development

• People Management: Direct daily operations, recruit, onboard, coach, and evaluate performance for direct reports across on-site and remote locations.
• Communication: Conduct regular team meetings to align objectives, resolve operational bottlenecks, and foster a collaborative safety-first culture.

Customer & Stakeholder Relations

• Customer Escalations: Serve as the primary point of contact for complex customer issues, billing disputes, and technical escalations.
• Global Factory Liaison: Maintain daily communication with the Koenig & Bauer factory in Germany to resolve technical inquiries, pricing disputes, and special equipment orders.
• Executive Alignment: Keep the COO informed of critical disruptions, major breakdowns, or high-risk operational issues.

Required Qualifications:
Education: Bachelor's degree in Business, Engineering, Operations, or a related field (or 10+ years of equivalent industry experience).
Experience: Minimum of 2-5 years of progressive operational/service management experience in industrial machinery, printing equipment, or heavy capital equipment.
Computer Skills: Proficiency with ERP/CRM platforms (e.g., SAP, Salesforce, or Field Service Management software) and Microsoft Office or Google Suite.
Demonstrated ability to interpret financial reports, project timelines, and service contracts.

Knowledge, Skills, and Abilities:

• Demonstrated management, strategic leadership, and personnel development skills.
• Proven track record of driving operational changes that intersect across supply chain, labor, and customer service.
• Strong strategic planning capability-ability to look beyond day-to-day fulfillment to build an operational roadmap.

Communication Skills: Exceptional verbal and written communication skills. Ability to translate complex technical specifications into clear terms for customers and internal stakeholders. Must collaborate effectively with international factory partners.
Physical Demands of Job: Primarily standard office environment (keyboarding, phone/video calls, sitting). Occasional site visits may require adherence to factory/plant safety guidelines and PPE protocols.

Core Competencies

• Drive for Results: Organizes resources and prioritizes workload effectively to meet strategic performance metrics.
• Customer Empathy: Balances operational demands with a deep understanding of customer urgency and the financial impact of equipment downtime.
• Financial Acumen: Comfortably interprets operational cost metrics, margins, and departmental budgets to make sound business decisions.
• Leadership & Coaching: Inspires high performance, mentors technical talent, and manages remote/field-based teams effectively.

Benefits:
Vacation - 15 days per year
Holidays - Up to 11 days
Sick - 7 days
Medical, Dental, and Vision
Disability and Life
Flexible Spending Accounts
401k Retirement and Profit Sharing Plan
Income replacement plans for cancer, critical illness, and accident
Long-Term Care Plans
Years-of-Service Bonus Plan
Educational Assistance