Service Manager

Field Service Technician Charlotte, North Carolina

Hiring Manager(s): Steve Kardish ([email protected])

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Description

DEX Imaging – Area Service Manager (Charlotte / Carolinas Region)

Location: Charlotte, NC
Region Supported: Charlotte Metro & Carolinas Region
DEX Imaging is seeking a high-impact Area Service Manager to support and elevate service operations across our Charlotte / Carolinas Region. This is a key leadership role positioned between our Service Managers and the Regional Service Director, designed to strengthen operational consistency, develop future regional leadership, and drive an exceptional customer experience.
If you are an experienced service leader within the copier, imaging, or technical field service industry who thrives in a fast-paced, growth-oriented environment, this role offers strong visibility, influence, and advancement potential within a rapidly expanding regional market.

Position Overview

The Area Service Manager partners directly with the Regional Service Director to oversee day-to-day service operations across multiple branches within the Charlotte and greater Carolinas region. This leader ensures policy adherence, operational repeatability, workforce optimization, and consistent service excellence.
This is a developmental leadership role with a clearly defined pathway toward Regional Service Director–level responsibility.

Key Responsibilities

  • Provide leadership support and oversight for service operations across the Charlotte / Carolinas Region, including:
    • Field service technicians
    • Parts operations
    • Shop operations
    • Equipment delivery and installation
  • Ensure full compliance with all DEX corporate policies, procedures, and performance standards
  • Drive consistent service processes and operational discipline across all assigned branches
  • Identify recurring procedural inefficiencies and implement sustainable regional improvements
  • Recruit, train, develop, and retain high-performing service technicians and support staff
  • Maintain staffing levels aligned with corporate productivity expectations and regional demand
  • Conduct performance management, coaching, and disciplinary actions as needed
  • Support branch leadership with personnel, workflow, and customer escalations
  • Champion a customer-first service culture and ensure a consistently outstanding customer experience
  • Manage customer perception and personally resolve escalated service issues when required
  • Foster strong cross-functional collaboration with sales, operations, logistics, and administration
  • Prepare future leaders and strengthen the regional management bench

Qualifications & Experience

  • Proven leadership experience in copier, imaging, or technical field service operations
  • Experience managing multi-branch or regional service teams strongly preferred
  • Demonstrated understanding of:
    • Service KPIs
    • Workforce planning
    • Process improvement and operational efficiency
  • Strong people leadership skills with the ability to coach, mentor, and develop leaders
  • Excellent communication, conflict resolution, and decision-making abilities
  • Ability and willingness to travel within North and South Carolina as business needs require

Why DEX Imaging?

DEX Imaging is one of the largest independent dealers of document imaging technology in the United States. Our Charlotte and Carolinas Region continues to grow, and we are investing in leadership talent that can scale with us.
We offer:
  • Competitive compensation
  • Clear leadership growth opportunities
  • A performance-driven culture
  • In-house, certified technical and leadership training
  • A collaborative environment where service excellence drives reputation and growth
If you are ready to lead at a higher level while developing the next generation of service leadership within DEX Imaging, we encourage you to apply.
Join DEX Imaging and help drive operational excellence in the Carolinas.

DISCLAIMER

The preceding job description has been designed to indicate the general nature of work performed, the level of knowledge and skills typically required, and the usual working conditions of this job. It is not intended to be a comprehensive listing of all duties or responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
This job description does not imply an employment contract.
DEX Imaging is an Equal Opportunity Employer.

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