Service Support Manager- Printing Industry

About Durst
Durst Image Technology has been an industry leader in Digital Imaging for over 80 years. Established in 1936, Durst is a fast-growing company based in Rochester, NY that sells and services large format, label, and corrugated ink jet printers in North America. Our customers are commercial service providers and industrial enterprises, with products requiring printer surface design.
We are a financially strong, growing company with products and technology that are on the cutting edge of the digital printing market. Durst prides itself on its continued personal and professional development, and its place in the market as a Premium Brand.

Why you'll want to work here
The work environment is a fun and interesting combination of laid back (you are encouraged to learn, ask questions, make suggestions, and bring your personality to work) and hardworking (everyone eagerly works together in a shared commitment to deliver outstanding products and services to our customers). You can ask literally anyone in the company for help with anything and they are more than happy to assist. Leaders are respected because they "walk the talk." Durst prides itself on continued personal and professional development.

Why we need you
The Service Support Manager ensures premium, consistent service delivery across North America. This role leads the Technical Assistance Center (TAC), manages Level 1 and Level 2 escalations, strengthens customer relationships, and drives operational discipline. It partners closely with Industrial and Large Format Service leadership to improve KPIs, streamline processes, and develop technical training that builds a stronger service bench. Key Responsibilities:
Leadership & Team Development

• Lead TAC and the Refurbishment Program; potential expansion into Customer Care leadership.
• Set clear expectations and ensure adherence to service policies and procedures.
• Manage staffing, cross-training, scheduling, and travel rotations.
• Partner with HR on hiring, onboarding, and development.
• Oversee after-hours support coverage and processes.

Service Delivery & Escalations

• Own Level 1 and Level 2 escalations; ensure proactive communication.
• Provide timely updates to Service leadership.
• Maintain visibility into active service calls and customer-impacting issues.
• Lead installation planning and execution.
• Monitor aging tickets and enforce timely resolution.
• Review billing and resolve invoicing discrepancies with Accounting.

Operational Excellence

• Improve dispatch and logistics to reduce travel inefficiencies.
• Drive KPI performance for TAC and Customer Care.
• Analyze service data to identify trends and improvement opportunities.
• Oversee TAC Astea/Portal tickets and ensure accurate routing.
• Ensure correct parts shipments, returns compliance, and inventory accuracy.

Training Development

• Develop and launch technical training for TAU.
• Update and modernize LFP technical training.
• Create and maintain a development plan for entry-level technicians.
• Partner with technical product managers and the Level 2 team to develop and maintain training content.

Competencies

• Strong analytical and troubleshooting ability.
• Experience in training and development.
• Excellent written and verbal communication.
• Experience in a call center or remote technical support.
• Exceptional customer-management skills.
• Ability to travel up to 15%.

Physical Requirements

• Ability to lift 25+ lbs.
• Ability to distinguish a full spectrum of colors.

Minimum Qualifications

• 5+ years managing technical teams.
• Experience with call center or remote-support environments.
• Project management and technical training experience preferred.
• Ability to lift 25+ lbs and distinguish full color spectrum.
• Prior experience managing technical employees required.