Head of Customer Service (Remote)

Service Manager

Koenig & Bauer is the oldest, global printing press manufacturer in the world! For more than 200 years, we have been bringing together innovative technology and enthusiasm for tailor-made print solutions for our customers. With the broadest product portfolio in the industry, groundbreaking machines and a holistic service promise, Koenig & Bauer sets international standards. Our 5,500 employees worldwide generate annual sales of 1.2 billion.

This is your opportunity to join Koenig & Bauer (US), the sales and service organization for Koenig & Bauer in the United States and the North American headquarters. Become part of our company where creativity, fascination and passion for mechanical and electrical engineering work together as we develop the printing world of tomorrow and exceed print!

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

Service Technicians (Demonstrators, Electricians, Mechanics), Parts & Service Coordinators

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

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%.

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.

Department Operations & Resource Management

Oversee the end-to-end service process, including order intake, quoting, technician dispatching, and cross-departmental coordination (Parts, Factory, Accounting).

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.

Review and approve custom labor quotes, balancing profitability with strategic customer relationships and future sales opportunities.

Identify revenue-generating opportunities through targeted service offerings, custom programs (e.g., Service Select), and expanded service capabilities.

People Management: Direct daily operations, recruit, onboard, coach, and evaluate performance for direct reports across on-site and remote locations.

Customer & Stakeholder Relations

Customer Escalations: Serve as the primary point of contact for complex customer issues, billing disputes, and technical escalations.

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 25 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. 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 capabilityability to look beyond day-to-day fulfillment to build an operational roadmap.

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.

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.

Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/orientation, gender identity, age, veteran status, creed, national origin or ancestry, or any other status protected by federal, state, or local law. Information collected by the application process is solely to determine suitability for employment, verify identity, and maintain employment statistics of applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. com or View phone number on click.appcast.io if you need assistance completing this application or to otherwise participate in the application process.

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