Service Director

The Service Director provides strategic and operational leadership for Mark Andy’s North American Service organization. This role is responsible for driving excellence across all field service, installation, and technical support functions, ensuring customers achieve maximum uptime, satisfaction, and value from their equipment investment.

The Director will lead a team of Service Managers and senior technical personnel, overseeing technician deployment, resource planning, financial performance, and customer experience. This individual plays a key role in executing the Service strategy, improving responsiveness, technician capability, and overall service profitability while fostering a culture of accountability, continuous improvement, and servant leadership.

What We Do:

Mark Andy is a pioneer of the graphic arts and printing industry. As the world’s leading manufacturer of narrow- and mid-web printing and finishing equipment, we supply leading global brands, including Mark Andy and Presstek printing presses, Rotoflex finishing solutions, as well as a complete line of Mark Andy Print Products consumables and pressroom supplies. All products are backed by the largest customer support team in the industry, minimizing downtime and helping our customers be profitable, efficient and at the forefront of innovation.

To learn more about Mark Andy, please visit: https://www.markandy.com/.

KEY RESPONSIBILITIES:

Strategic Leadership and Vision

• Translate the company’s Service strategy into actionable annual and quarterly operating plans.
• Develop and execute long-term service capability roadmaps (coverage, cross-training, digital enablement, and preventative maintenance programs).
• Partner cross-functionally with Sales, Engineering, Quality, and Manufacturing to improve product serviceability and customer satisfaction.
• Drive standardization and best practices across platforms (Digital, Flexo, Offset).
• Support global service initiatives, aligning North American practices with global standards and data insights.

Operational Excellence:

• Lead and develop Service Managers to deliver high-quality, on-time service while maintaining technician utilization targets and cost control.
• Oversee scheduling, dispatch, escalation management, and customer communication through the Service Management System (Salesforce).
• Manage technician headcount, skill mix, and geographic coverage based on installed base growth and customer demand.
• Monitor service metrics including response time, first-time-fix rate, mean time between failures, utilization, and customer satisfaction (NPS).
• Champion process improvement through Lean Continuous Improvement, and data-driven decision making.

People Leadership & Culture:

• Lead by example with a servant-leadership mindset, supporting and developing others to succeed.
• Provide clear direction, performance feedback, and growth opportunities for Service Managers and technicians.
• Foster a culture of accountability, collaboration, and continuous learning.
• Strengthen technician engagement and retention through communication, recognition, and structured development paths.
• Ensure safety and compliance standards are maintained in all service activities.

SKILLS/ABILITIES:

• Strong business acumen with P&L ownership experience and a data-drive management style.
• Proven ability to drive operational excellence and improve customer satisfaction.
• Proficiency with CRM/ERP systems (Salesforce experience preferred).
• Excellent communication, team-building, and cross-functional collaborations skills.
• Travel required – Up to 15% 

EDUCATION/EXPERIENCE:

• Bachelor’s degree in technical, business or related field preferred.
• 10 years of progressive leadership experience in technical service, field operations, or related industrial/manufacturing environment.
• Demonstrated success leading large, multi-site or multi-platform service teams. 
• Lean/Continuous Improvement Certification preferred. 

PERSONAL SUCCESS TRAITS:

• Strategic Thinker: Sees the big picture, connects operational details to business objectives.
• Servant Leader: Empowers managers and technicians to perform at their best.
• Decisive & Accountable: Balances speed, accuracy, and ownership in decision-making.
• Customer Advocate: Keeps customer success at the center of every decision.
• Operationally Disciplined: Uses data and process to drive consistency and performance.
• Collaborative Partner: Builds trust across Sales, Engineering, and Manufacturing functions.
• Mentor & Developer: Invests time and attention into building future leaders.

What we offer:

A Career with Mark Andy, Inc offers a Competitive Salary and Comprehensive Benefits, which include: (hourly and salary estimates are dependent on location and skill level) 

• Medical, Dental, & Vision Insurance Plans 
• 401(k) Retirement Savings Plan 
• Paid Holidays, Vacation, Floating Holidays & Sick Time 
• Employee Assistance Program 
• Short-term and Long-term Disability 
• Life and AD&D Insurance 
• Tuition Assistance 
• Incentive Plans 
• Pet Insurance 
• Daily Pay Option 
• Discount Programs 

PHYSICAL REQUIREMENTS:

• Office with moderate to frequent exposure to shop environment; may be exposed to dust, odors, oils, fumes, chemicals, noise and moving parts. Work typically requires the usage of PPE and can require work on the facility’s production floor or customer’s production environment. Regularly required to sit, stand, bend, reach, climb, stoop, kneel, crouch and crawl and move about facility and/or customer’s facilities. 

Mark Andy, Inc. is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.