Director of Field Service, Americas

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**

The Director of Field Service / Americas will lead a team of professionals who deliver on-site repair, maintenance, training, and system implementation for direct and dealer customers throughout the Americas. Responsibilities also include dedicated back office teams that handle inbound call flow, remote diagnostics and support, and installation management across all of EFI’s Inkjet product lines. Our customers include a broad cross-section of the Print Industry from the largest multinational companies to mid-size, local operations. This role carries responsibility for the Inkjet Service business’ revenue and profitability growth, capacity utilization, improvement initiatives and customer satisfaction. **

Main Duties And Responsibilities**

• Leads overall team to achieve its revenue and profitability goals
• Utilizes analytics, process discipline, and proactive sales to optimize capacity utilization
• Enables Customers to maximize their productivity and success with EFI’s equipment
• Delivers best in class support so that EFI’s customers remain satisfied and loyal
• Administers escalation processes that quickly identify and resolve Customer issues
• Develops and maintains direct relationships with key Customer accounts
• Works closely with Sales, Service Engineering, and Product Management to ensure that EFI’s portfolio of Services is highly market competitive and a significant margin driver for EFI.

Job Requirements

• Prior experience successfully leading teams of people in multi-national, field service operations
• P&L responsibility for an aftermarket capital equipment service business with at least $25M in annual turnover
• Strong ability to communicate with colleagues and customers at every level of their respective organizations from the shop floor to the C-suite
• A demonstrated track record of initiative and driving profitability through continual operational improvements
• A willingness to be hands on when necessary and demonstrate success as a player/coach
• An analytical, process based, approach to solving complex technical, operational, and commercial problems
• Bachelor’s degree is required / MBA preferred
• Print Industry experience (specifically industrial Inkjet) is preferred
• Ability to thrive in a dynamic environment where the mission critical demands of a customer base are highly variable
• 12 to 15 years of professional experience and at least 5 to 7 years in a leadership position
• Capability to solve unusually complex problems using creative thinking and deep knowledge of relevant technologies, processes, and systems.

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