Remote Eddie Bauer Customer Service Jobs (NOW HIRING)

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. You will find products printed on our machines all around you every day including the US currency in your wallet and much of the packaging in your grocery stores and big box retail stores. 

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.

Reports to: Chief Operating Officer (COO)

Direct Reports: Service Technicians (Demonstrators, Electricians, Mechanics), Parts & Service Coordinators

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

After-Hours Availability: 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%..

FLSA Status: Exempt/Salary

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.

Essential Duties and Responsibilities: 

Department Operations & Resource Management

• Work Order Execution: Oversee the end-to-end service process, including order intake, quoting, technician dispatching, and cross-departmental coordination (Parts, Factory, Accounting).
• Resource Optimization: Analyze technician utilization and scheduling to meet market demand; 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.
• Quoting & Pricing: Review and approve custom labor quotes, balancing profitability with strategic customer relationships and future sales opportunities.
• Growth Initiatives: Identify revenue-generating opportunities through targeted service offerings, custom programs (e.g., Service Select), and expanded service capabilities.

Leadership & Team Development

• People Management: Direct daily operations, recruit, onboard, coach, and evaluate performance for direct reports across on-site and remote locations.
• Communication: Conduct regular team meetings to align objectives, resolve operational bottlenecks, and foster a collaborative safety-first culture.

Customer & Stakeholder Relations

• Customer Escalations: Serve as the primary point of contact for complex customer issues, billing disputes, and technical escalations.
• Global Factory Liaison: Maintain daily communication with the Koenig & Bauer factory in Germany to resolve technical inquiries, pricing disputes, and special equipment orders.