Duplox Copiers Canada Limited

Your Client
Your client is Duplox Copiers Canada Limited, a wholly owned subsidiary of Duplox Copiers
Incorporated, which is a large multinational firm based in the United States. Duplox Copiers
Canada Limited (DCCL) is responsible for the sales, installation, and servicing of Duplox-brand
copiers, but not their manufacturing, which is carried out in other countries. DCCL has about 1,200
employees, most of them located in branch offices across Canada.

The head office for Duplox Canada is located in Toronto. Chart 1 shows the organizational
structure at head office. The executive committee consists of the CEO and the two vice presidents.
The company has six departments: Marketing; Finance and Administration; Human Resources;
Inventory Management; Technical Services; and Technical Training and Support.
Chart 1

Duplox Copiers Canada Limited

Organization Chart
Toronto Head Office

Chief Executive Officer

Shana Friggstad

Vice President Vice President

Marketing & Field Services
Administration
Jessie Schlamp Kevin Dougan

Director of Director of Director of Director of Directory of Directory of

Marketing Finance & Human Inventory Technical Technical
Administration Resources Management Services Training &
Support
Kim Slimmon Ryan Folkerson Sandra Laird Nathania Nguyen Kerry Edeen Heather Keller

Shana Friggstad, the President and Chief Executive Officer of Duplox Copiers Canada
Limited, has requested your consulting services, and she is delighted that your team was assigned
to her firm. DCCL is experiencing serious performance problems: employee turnover is up and
morale is down; customer satisfaction is down and complaints are up; and, most importantly,
revenue and profits are both down. President Friggstad knows that the compensation system used
by a firm can contribute to all these problems, and since compensation is a major cost item
(currently accounting for about 44 percent of the firm’s costs) she suspects that the firm’s
compensation system may be implicated in these problems. But she can’t be sure without your
help.

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 Because President Friggstad recognizes that compensation is just one of several
important structural variables that must all fit together if effective organizational performance is
to occur, you are authorized to suggest any changes to the managerial strategy and structure of
the organization that are needed to make the new compensation system work. Your only
limitation is that she wants no changes made to the company’s six-department structure, which
she believes is the best way to organize. Beyond that, you have free rein to make
recommendations about reward structure, job design, and the other structural dimensions.

Duplox Operations and Structure

DCCL earns revenues in three main ways. First, it earns through the margin on the sale of copiers.
The U.S. parent company sets the prices that Duplox Canada must pay for the copiers but allows
Duplox Canada to charge whatever price the market will bear. Second, DCCL is reimbursed by
the parent company for work that is covered by the manufacturer’s warranty. This aspect of the
business is not very profitable, since the parent company is not very generous in its reimbursement
levels. Third, DCCL sells service contracts on the equipment that customers purchase. This is a
very significant source of company revenues and is directly dependent on the quality of service
provided.

A major problem in recent years is that the company’s technical service specialists (TSSs)
appear to be experiencing a decline in their attitudes toward their work and the company, as
indicated by both the firm’s annual attitude survey and the increased turnover, and there has been
a sharp increase in customer complaints about machine breakdowns and the quality of service
received. TSSs install new machines, provide scheduled maintenance at regular intervals, and
provide emergency maintenance in case of breakdowns, malfunctions, or copy quality problems.

The performance of the technical service specialists is crucial to customer satisfaction with
company products. Indeed, the Director of Marketing has been complaining bitterly that “poor
performance of the service personnel is crippling the efforts of my sales force.” The Director of
Technical Services bitterly resents this criticism, believing that his department deserves praise, not
criticism, for its productivity improvement and cost cutting during the past two years—where the
same number of machines are now being serviced by 20 percent fewer TSSs.

Duplox Canada employs about 550 technical service specialists located at about 25 branch
offices across Canada. The operations of the company are divided into five geographical regions,
each with about five branch offices. The Prairies (covering Alberta, Saskatchewan, and Manitoba)
is one such region, with branch offices in Calgary (where the regional sales and service managers
are located), Edmonton, Saskatoon, Regina, and Winnipeg. Charts 2 and 3 show the structure of
the Technical Services Department and the structure of the Edmonton Branch, which is a typical
branch office.

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 Chart 2

Duplox Copiers Canada Limited

Technical Services Department
Director of
Technical Services
Kerry Edeen

B.C. Region Prairies Region Ontario Region Quebec Region Atlantic Region
Service Manager Service Manager Service Manager Service Manager Service Manager
(Vancouver) (Calgary) (Toronto) (Montreal) (Halifax)

B.C. Region Prairies Region Ontario Region Quebec Region Atlantic Region
Branch Offices Branch Offices Branch Offices Branch Offices Branch Offices

Chart 3

Technical Services Department

Edmonton Branch
Service Section
Edmonton Branch
Service Manager
Ross Wilson

Field Service Field Service Field Service Field Service

Service Clerks Branch Inventory
Manager Manager Manager Manager
Clerk
Model 1000 Series Model 2000 Series Model 3000 Series Model 4000 Series

Technical Service Technical Service Technical Service Technical Service

Specialists Specialists Specialists Specialists
Model 1000 Series Model 2000 Series Model 3000 Series Model 4000 Series

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 The Edmonton Branch has about 22 TSSs and is responsible for the northern half of Alberta.
The branch is co-managed by the Branch Service Manager and the Branch Sales Manager. The
Branch Sales Manager supervises approximately eight sales representatives, along with an Office
Manager, who supervises two clerical staff. (Overall, Duplox employs about 200 sales reps across
Canada.) The Branch Sales Manager reports to the Regional Sales Manager based in Calgary, who
reports to the Director of Marketing in Toronto. Charts 4 and 5 illustrate reporting relationships in
the Marketing Department.

The Branch Service Manager supervises a small parts warehouse at the branch (most parts
are kept at the national warehouse in Toronto, to reduce inventory costs), a couple of service clerks,
and four field service managers (FSMs), each of whom supervises five or six technical service
specialists. Because of an increasing variety and complexity of machines, each FSM and the TSSs
under them specialize in a particular category of machine. Each FSM handles the scheduling of
service and installation of all machines in their category (for example, the model 1000 series,
which includes a variety of smaller copiers).

When service calls come in from customers, they are received by a service clerk, who
identifies the machine in question and directs the request to the appropriate FSM. Since many
customers have two or more different models of equipment, one call may be directed to two or
more different FSMs, each of whom would send out a TSS to deal with the model she or he is
responsible for. Although this may not sound efficient, it does not happen very often, and the
Director of Technical Services strongly believes that by increasing the speed of repairs and
reducing training costs, the gains from specialization outweigh any inefficiencies from
specialization. In fact, the average number of machines serviced by a TSS has increased by about
20 percent since this policy was instituted, and the number of TSSs has been reduced accordingly.

Branch hours are from 8:30 a.m. to 5:00 p.m., and all TSSs are expected to adhere to these
hours (so Duplox can avoid paying overtime), except in emergency situations, which must be
authorized by a field service manager. Since competition has been increasing in this tough market,
and since company revenues and profitability levels have been slipping, expense budgets have
been tightened in recent years, and the TSSs have been put under tighter control.

Minimum monthly, weekly, and daily productivity levels are strictly specified for each
TSS, and there are strict quotas on repair expenses and travel expenses. Prior approval from an
FSM is required for many actions even if they are within budget limitations. A TSS cannot order
parts or tools needed for maintenance; all have to be ordered by the FSM, within strict dollar limits.
Since there is often a delay in receiving the parts, in many cases the TSS who starts the job is not
the TSS who finishes the job. Because of the large territory covered, the relatively high level of
TSS turnover, and the unpredictability of emergency calls, an individual TSS seldom visits the
same customer twice in a row.

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 Chart 4

Duplox Copiers Canada Limited

Marketing Department
Director of
Marketing
Kim Slimmon

B.C. Regional Prairies Regional Ontario Regional Quebec Regional Atlantic Regional Manager of
Sales Manager Sales Manager Sales Manager Sales Manager Sales Manager Sales Training
(Vancouver) (Calgary) (Toronto) (Montreal) (Halifax) (Head Office)

B.C. Region Prairie Region Ontario Region Quebec Region Atlantic Region Sales Training
Branch Sales Branch Sales Branch Sales Branch Sales Branch Sales Specialists
Offices Offices Offices Offices Offices (Head Office)

Chart 5

Marketing Department
Edmonton Branch
Sales Section

Edmonton Branch
Sales Manager
Julia Zbaraschuk

Sales
Office Manager
Representatives

Office Clerks

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 When TSSs need technical advice from head office, where there are numerous technical
support experts who specialize in various types of machines, they are required to call their FSM,
who first attempts to solve the problem him- or herself before calling the Technical Support
Department. (Chart 6 shows the structure of the Technical Training and Support Department.) One
reason for the reluctance of the FSM to allow calls for technical support is that such calls are
charged to the machine repair costs, on which field service managers are evaluated.

TSSs generally have little discretion over maintenance schedules and services; they are to
be performed strictly according to schedule. However, in one area TSSs are not required to “go by
the book.” In theory, all installations of new equipment have to meet company standards in terms
of space, ventilation, and wiring. But in practice, TSSs are not allowed to refuse installations that
do not meet company specifications, unless they would result in safety problems.

This is because the Director of Marketing, the Regional Sales Managers, the Branch Sales
Managers, and the sales reps are mainly compensated based on volume of new installations, along
with the volume of service contracts sold. (About 50 percent of the sales reps’ direct pay is based
on volume of sales, and the remainder is base salary.) Sales reps are reluctant to tell customers that
they should make expensive alterations to their facilities in order to install the machine because
then they might lose the sale in this heavily competitive business. The executive committee has
tacitly supported this practice, since they are evaluated by the parent firm on a combination of how
many machines they sell and the profitability level of the Canadian operation.

Sales managers don’t seem to put much weight on the argument by the TSSs that improper
installation can cause higher repair and service costs. This frustrates many TSSs, especially since
they are frequently criticized by sales staff for performing “shoddy service, which causes more
breakdowns and makes us look bad in the eyes of the customer.”

TSSs are paid a flat monthly salary plus overtime. Their performance is appraised once a
year by the FSM, based mainly on how well they have adhered to productivity and expense
standards. Merit raises are doled out by each FSM to one or two “deserving” TSSs each year. The
Director of Technical Services, the Regional Sales Managers, the Branch Service Managers, and
the FSMs are all paid on a salary plus bonus system. The bonus depends on whether TSS
productivity met or exceeded standards in the past year, and whether repair and service expenses
were below standard. These bonuses, if achieved, can double their earnings.

Compensation for the Director of Inventory Management and her two managers is based
partly on minimizing inventory carrying charges (Chart 7 shows the structure of the Inventory
Management Department). Compensation for the Director of Technical Training and Support is
partly based on the level of cost recovery she can obtain from the Technical Services Department
and partly on keeping the overall cost of her department down.

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 Chart 6

Duplox Copiers Canada Limited

Technical Training and Support Department
Director of Technical
Training & Support
Heather Keller

Training/Support Training/Support Training/Support Training/Support

Specialists Model Specialists Model Specialists Model Specialists Model
1000 Series 2000 Series 3000 Series 4000 Series

Chart 7

Duplox Copiers Canada Limited

Inventory Management Department

Director of Inventory
Managerment
Nathania Nguyen

National Manager of
Warehouse Branch
Manager Inventories
(Head Office) (Head Office)

Inventory Clerks Branch Inventory

(Head Office) Clerks

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 The Manager of Sales Training thinks that part of the sales problem is insufficient sales
training for new sales reps. Compensation for the Manager of Sales Training is based partly on the
extent of recovery of training costs because Branch Sales Managers are required to charge sales
training costs against their sales revenues and “transfer” these amounts to the sales training
function. The higher the transfers, the higher the bonus for the Manager of Sales Training, but the
lower the bonus for the Branch Sales Manager.

Although employee benefits used to be good at Duplox, they have been whittled away in
recent years in an attempt to cut costs as competition continues to intensify. (DCCL has a fixed
benefits plan.) Right now, benefits are running at about 15 percent of total compensation,
compared with the industry average of about 20 percent. Because turnover of TSSs has become a
problem, total cash (direct) compensation for them remains above the industry averages. However,
total cash compensation for the sales reps has dropped as sales (and therefore sales commissions)
have dropped, and turnover among sales reps is becoming a serious problem.

Performance Results
Last year (2017), total revenues were $175,000,000, based on $90,000,000 of copier sales,
$82,000,000 of service contracts, and $3,000,000 of warranty revenue. This produced a razor-thin
profit of $4,000,000. The decline in profitability from the previous year would have been worse
were it not for the cuts in compensation costs resulting from a reduced number of TSSs due to
fewer sales and higher TSS productivity. The table below shows Duplox Canada’s revenues,
expenses, and profits for the past two years.

Revenues: 2016 2017

 Copier Sales: $100,000,000 $ 90,000,000
 Service Contract Revenues: $ 90,000,000 $ 82,000,000
 Warranty Revenue (received from Duplox Inc.): $ 2,500,000 $ 3,000,000
Total Revenues: $192,500,000 $175,000,000

Expenses:
 Cost of copiers $ 67,000,000 $ 60,300,000
(67% of copier revenues)
 Cost of parts and supplies for service contracts: $ 22,500,000 $ 20,500,000
(25% of service revenues)
 Cost of parts and supplies for warranty work: $ 825,000 $ 1,000,000
(33% of warranty revenues)
 Total compensation costs $ 82,000,000 $ 74,520,600

 Other costs (office costs, travel costs, etc.): $ 15,000,000 $ 14,679,400

Total Expenses: $187,175,000 $171,000,000

Profit: $ 5,175,000 $ 4,000,000

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Partial Listing of Duplox Job Descriptions
The following is a listing of some of the job descriptions currently used at Duplox Canada. While
this list includes some of the most important jobs at Duplox, this list does not comprise all the
different job descriptions used at Duplox. When designing and applying your job evaluation and
pay-for-knowledge systems, this is the set of jobs you will apply them to.

Accountant (Finance and Administration Department)

Advertising and Product Promotion Specialist (Marketing Department)
Branch Inventory Clerk (Inventory Management Department)
Branch Sales Manager (Marketing Department)
Branch Service Manager (Technical Services Department)
Caretaker (Finance and Administration Department)
Compensation Clerk (Human Resources Department)
Compensation Manager (Human Resources Department)
Compensation Officer (Human Resources Department)
Director of Human Resources (Human Resources Department)
Director of Marketing (Marketing Department)
Director of Technical Services (Technical Services Department)
Director of Technical Training and Support (Technical Training and Support
Department)
Field Service Manager (Technical Services Department)
Inventory Clerk (Inventory Management Department)
Manager of Branch Inventories (Inventory Management Department)
Regional Sales Manager (Marketing Department)
Sales Representative (Marketing Department)
Sales Training Specialist (Marketing Department)
Secretary (all departments)
Technical Service Specialist I – Model 1000 Series (Technical Services Department)
Technical Service Specialist I – Model 2000 Series (Technical Services Department)
Technical Service Specialist I – Model 3000 Series (Technical Services Department)
Technical Service Specialist I – Model 4000 Series (Technical Services Department)
Technical Service Specialist II – Model 1000 Series (Technical Services Department)
Technical Service Specialist II – Model 2000 Series (Technical Services Department)
Technical Service Specialist II – Model 3000 Series (Technical Services Department)
Technical Service Specialist II – Model 4000 Series (Technical Services Department)
Technical Service Specialist III – Model 1000 Series (Technical Services Department)
Technical Service Specialist III – Model 2000 Series (Technical Services Department)
Technical Service Specialist III – Model 3000 Series (Technical Services Department)
Technical Service Specialist III – Model 4000 Series (Technical Services Department)
Training/Support Specialist (Technical Training and Support Department)

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Job Title: ACCOUNTANT
Department: Finance and Administration

Duties. Reporting to the Accounting Services Manager, accountants are required to perform
administrative and support functions relating to operating accounts and capital equipment accounts.
Accountants assist in the preparation of monthly financial reporting, assist with year-end financial
reporting and the year-end working paper file preparation, assist with review and implementation
of financial and management accounting systems, and perform other accounting duties or projects
that may be identified.

Desirable Qualifications. A commerce or business administration university degree, accompanied

by a professional accounting designation; the ability to deal with moderately complex accounting
issues; the ability to work with computer systems and electronic spreadsheets; the ability to relate
well to other individuals; and good organizational, analytical, and communication skills.

Job Title: ADVERTISING AND PRODUCT PROMOTION SPECIALIST

Department: Marketing

Duties. Under the supervision of the Director of Marketing, develops and recommends advertising
and promotion policies that will assist the sales force in achieving profitable sales of equipment
and services. Liaises with advertising and product promotion staff from the parent company to
ensure that sales campaigns and promotions are consistent with the desired company image and
branding.

Desirable Qualifications. A university degree in commerce or business administration,

specializing in advertising. At least two years of experience as a sales representative for company
products and services. Excellent verbal and written skills and demonstrated creativity in sales
approaches.

Job Title: BRANCH INVENTORY CLERK

Department: Inventory Management

Duties. Under the direction of the Manager of Branch Inventories and the supervision of the
Branch Service Manager, manages the parts inventory at the branch. Responsible for the security,
proper storage, and proper disbursement of parts and for managing inventory levels to avoid
shortages of parts authorized at the branch level or excess supply. Verifies and advises service
specialists on appropriate part selection. Assists in acquiring appropriate parts from national
warehouse.

Desirable Qualifications. Completion of Grade 12, plus a one-year program in materials

management at an appropriate technical institute. Good mathematical skills and good
communications ability, both verbal and written. Ability to comprehend technical documentation
and parts manuals. Ability to work independently with little supervision.

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Job Title: BRANCH SALES MANAGER
Department: Marketing

Duties. Under the general direction of the Regional Sales Manager, manages the marketing and
sales of equipment and technical services that meet customer needs and will make a positive
contribution to Duplox’s financial performance in his or her branch. Ensures that contracted
products will meet customer needs. May get involved in client negotiations over pricing issues.
Prepares branch budgets and sales forecasts. Ensures that budgeted sales levels are accomplished.
Evaluates current policies, procedures, and practices for achieving regional objectives and
implements improved policies, procedures, and practices. Responsible for selection, evaluation,
coaching, promotion, transfer, or discharge of branch sales representatives. Supervises branch
office manager and office clerks and, in conjunction with the Branch Service Manager, oversees
the administration of the branch.

Desirable Qualifications. This position requires a university commerce or business administration

degree, with specialization in marketing. At least two years of experience in marketing/sales of
company products and services. Demonstrated ability to coordinate, develop, and supervise staff;
deal with interpersonal conflict; and meet departmental deadlines and performance objectives are
essential. Excellent verbal and written communications skills.

Job Title: BRANCH SERVICE MANAGER

Department: Technical Services

Duties. Under the general supervision of the Regional Service Manager, manages the installation
and servicing of company products at that branch. Supervises field service managers and ensures
that budgeted service revenue and cost targets are achieved for the branch. Evaluates current
policies, procedures, and practices for achieving regional objectives and implements improved
policies, procedures, and practices. Responsible for selection, training, evaluation, coaching,
promotion, transfer, or discharge of field service managers, technical service specialists, and
service clerks. Supervises service clerks and, in conjunction with the Manager of Branch
Inventories, the Branch Inventory Clerk. In conjunction with the Branch Sales Manager, oversees
the administration of the branch.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute, and at least three years of experience as a Field Service Manager,
preferably in the servicing of all models of company products. Demonstrated ability to coordinate,
develop, and supervise staff; deal with interpersonal conflict; and meet departmental deadlines and
performance objectives are essential. Excellent verbal and written communications skills.

Job Title: CARETAKER

Department: Finance and Administration (Facilities Management Section)

Duties. This person performs cleaning tasks both manually and using industrial-type scrubbing
machines, under the general supervision of Facilities Managers. Duties include cleaning floors of
halls, offices, and lavatories using dry mop, wet mop, and broom. Operating industrial cleaning

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equipment in stripping, scrubbing, waxing, and polishing floors. Performing such minor repairs as
replacing light bulbs, tightening or replacing screws in furniture, and maintaining cleaning
equipment. Emptying and cleaning wastepaper baskets. Washing hand basins, toilet bowls, soap
dishes, and other washroom equipment and replenishing supplies of soap, towels, and toilet tissue.
Opening and locking buildings at specified times. Moving furniture. Periodically washing walls,
ceilings, windows, and doors. Reporting unusual circumstances, such as vandalism, theft, and
unauthorized persons. Providing all caretaking services as outlined in the Caretaker Handbook.
Promoting good working relations with staff and customers. Performing related duties as assigned.

Desirable Qualifications. Elementary school education sufficient to provide skill in reading

instructions. Good physical condition. Preferably experience in using hand- and power-operated
cleaning equipment and cleaning materials.

Job Title: COMPENSATION CLERK

Department: Human Resources

Duties. Under the direction of the Compensation Officer, this person performs a variety of
moderately complex clerical tasks associated with the compensation function. Although the
Compensation Clerk’s work is supervised by the Compensation Manager, the clerk is responsible
for carrying out a series of clerical assignments without detailed instruction or review. This
employee maintains cooperative and helpful relations in his or her contacts with other staff. Duties
include: Setting up files for new employees. Coding and processing Payroll Authorization Forms
ensuring that appropriate deductions for benefits, tax, dues, and other factors are made. Overseeing
preparation of paycheques or direct deposit of compensation. Creating records of employment for
employees who are terminating. Making monthly remittance to the Receiver General, insurance
programs, and other bodies. Answering enquiries of the Employment Insurance Commission
concerning terminated employees or those on extended leave. Answering questions from
employees about their paycheques and referring questions to other departments when appropriate.

Desirable Qualifications. Completion of Grade 12, preferably including or supplemented by

courses in bookkeeping and introductory computing, including spreadsheets. Ability to enter data
into computer systems accurately. Several years of clerical experience, preferably some of which
is in a compensation role.

Job Title: COMPENSATION MANAGER

Department: Human Resources

Duties. Under the direction of the Director of Human Resources, this position is responsible for
managing the operation of the compensation system, including staffing, performance review,
training and development of staff, and the hardware and software of computer-based compensation
administration system, as well as preparing and revising job descriptions and performing job
evaluations. Will be responsible for implementing new compensation policies and monitoring their
effectiveness on an ongoing basis, making necessary adjustments, and making recommendations

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for change. Will assist the Director of Human Resources in evaluating the effectiveness of existing
compensation policies and formulating recommendations for change to compensation policies.

Desirable Qualifications. A university degree in commerce or business administration with

compensation and human resources course work, along with a CHRP (Certified Human Resources
Professional) designation. A minimum of five years of experience in compensation administration.
Experience that will demonstrate the following: ability to relate well to other individuals; ability
to perform effective supervision; and excellent organization, analytical, and communication skills.
Experience in the computer software industry would be an asset.

Job Title: COMPENSATION OFFICER

Department: Human Resources

Duties. Under the direction of the Compensation Manager, this position will be responsible for
managing the day-to-day activities relating to the operation of the compensation system and for
providing accounting support relating to the processing of base pay, performance pay, and benefits
for employees. Will supervise several Compensation Clerks. Will stand in for the Compensation
Manager when manager is absent.

Desirable Qualifications. A university degree in commerce or business administration with course

work in compensation systems and human resources, a CHRP (Certified Human Resources
Professional) designation, and experience that will demonstrate the following: ability to deal with
moderately complex accounting issues; ability to work with large computer systems in a complex
environment; ability to work with electronic spreadsheets; ability to relate well to other individuals
and perform effective supervision; and good organization, analytical, and communication skills.

Job Title: DIRECTOR OF HUMAN RESOURCES

Department: Human Resources
Duties. Under the general direction of the Vice President of Marketing and Administration, ensures
the acquisition, training, retention, and motivation of personnel needed by Duplox to achieve its
corporate goals. Evaluates human resources management strategy and organizational design and
recommends new human resource policies to the executive committee when appropriate. Prepares
departmental budget. Responsible for the selection, evaluation, and coaching of subordinate
Human Resources managers. Evaluates current policies, procedures, and practices for achieving
departmental objectives and implements improved policies, procedures, and practices. Ensures
that company compensation expenditures are deployed effectively. Recommends the most
effective compensation and reward strategy and oversees the implementation of approved policies
and strategies. Assists other departments in dealing effectively with human resources issues and
problems. Provides support to top management in identifying strategic issues and trends affecting
the company.

Desirable Qualifications. This position requires a university commerce or business administration

degree with specialization in human resources, as well as additional course work at the post-
graduate level, such as a Master of Business Administration with a specialization in human

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resources, and a CHRP (Certified Human Resources Professional) designation. At least 10 years
of experience in human resource positions, of which at least 5 years in the business equipment
industry, and at least 5 years in a management capacity. Demonstrated ability to coordinate,
develop, and supervise staff; deal with individual and group conflict; and meet departmental
performance objectives are essential. Excellent verbal and written communications skills. Strong
abilities to identify organizational problems and deal with them. Ability to cooperate effectively
with and assist managers at a similar organizational level.

Job Title: DIRECTOR OF MARKETING

Department: Marketing

Duties. Under the general direction of the Vice President of Marketing and Administration,
manages the marketing and sales of equipment and technical services that meet customer needs
and will make a positive contribution to Duplox’s financial performance. In conjunction with
senior management, establishes the appropriate price guidelines for company products and
services. Evaluates current marketing strategy and recommends new strategy to the executive
committee when appropriate. Prepares sales forecasts for each fiscal year. Prepares departmental
budget. Evaluates current policies, procedures, and practices for achieving departmental objectives
and implements improved policies, procedures, and practices. In conjunction with the Human
Resources Department, responsible for selection, evaluation, and coaching of regional managers
and for ensuring that all sales staff receive proper training. Liaises with other department managers
to ensure that overall corporate objectives are being accomplished. Provides support to top
management in identifying strategic issues and trends affecting the company.

Desirable Qualifications. This position requires a university commerce or business administration

degree with specialization in marketing, as well as additional marketing course work at the post-
graduate level, such as a Master of Business Administration with a specialization in marketing. At
least 10 years of experience in marketing/sales of copiers, of which at least 5 years in a
management capacity. Demonstrated ability to coordinate, develop, and supervise staff, deal with
individual and group conflict, and meet departmental deadlines and performance objectives are
essential. Excellent verbal and written communications skills. Strong abilities to identify
organizational problems and deal with them. Ability to cooperate effectively with managers at a
similar organizational level.

Job Title: DIRECTOR OF TECHNICAL SERVICES

Department: Technical Services

Duties. Under the general direction of the Vice President of Field Services, manages the
installation and servicing of copier equipment to satisfy contractual and warranty requirements,
and to achieve budgeted revenue targets. Prepares departmental budget. Evaluates current policies,
procedures, and practices for achieving departmental objectives and implements improved policies,
procedures, and practices. In conjunction with the Human Resources Department, responsible for
selection, evaluation, and coaching of regional service managers. Liaises with other department

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managers to ensure that overall corporate objectives are being accomplished. Provides support to
top management in identifying strategic issues and trends affecting the company.

Desirable Qualifications. This position requires a university Bachelor’s degree in engineering

with a specialization in electronics products, as well as a commerce or business administration
degree or Master of Business Administration degree, and at least 10 years of experience in
managing servicing of copiers and/or allied business equipment. Demonstrated ability to
coordinate, develop, and supervise staff; deal with individual and group conflict; and meet
departmental deadlines and performance objectives are essential. Excellent verbal and written
communications skills. Strong abilities to identify organizational problems and deal with them.
Ability to cooperate effectively with managers at a similar organizational level.

Job Title: DIRECTOR OF TECHNICAL TRAINING AND SUPPORT SERVICES

Department: Technical Training and Support Services

Duties. Under the general direction of the Vice President of Field Services, manages the technical
training and support of technical service specialists. Designs appropriate training programs for
technical service specialists and ensures that technical support is available to deal with any type of
installation or servicing problem that may arise. Prepares departmental budget. Evaluates current
policies, procedures, and practices for achieving departmental objectives and implements
improved policies, procedures, and practices. In conjunction with the Human Resources
Department, responsible for selection, training, and evaluation of technical training/support
specialists. Liaises with other department managers to ensure that overall corporate objectives are
being accomplished. Provides support to top management in identifying strategic issues and trends
affecting the company.

Desirable Qualifications. This position requires a university bachelor’s and master’s degree in
engineering with a specialization in electronics products; at least five years of experience as a
training/support specialist dealing with all types of company equipment; and course work in
training theory and practice. Excellent verbal and written communications skills. Ability to
cooperate effectively with managers at a similar organizational level.

Job Title: FIELD SERVICE MANAGER

Department: Technical Services

Duties. Under the supervision of the Branch Service Manager, manages the installation and
servicing of company products for one of Model 1000, 2000, 3000, or 4000 series at that branch.
Supervises technical service specialists (TSS) for that model series and ensures that all work is
performed to company standards. Coordinates all task assignments for service to the model series
under his or her purview and the scheduling of TSSs. In conjunction with Branch Service Manager,
sets minimum monthly, weekly, and daily productivity quotas for TSSs, as well as repair and travel
expenses, and ensures they are met. Orders all parts or tools needed for repairs. Ensures that
appropriate training is given to all TSSs under her or his supervision. Advises Branch Service
manager on the selection, evaluation, promotion, transfer, or discharge of TSSs.

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Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute and at least three years of experience as a TSS III for that model
series. Demonstrated ability to coordinate, develop, and supervise staff; deal with interpersonal
conflict; and meet departmental deadlines and performance objectives are essential. Excellent
verbal and written communications skills.

Job Title: INVENTORY CLERK

Department: Inventory Management (National Warehouse)

Duties. Under the direction of National Warehouse Manager, responsible for the proper storage
and proper disbursement of parts. Assists in managing inventory levels to avoid shortages of parts.

Desirable Qualifications. Completion of Grade 12. Good clerical skills and good communications
ability, both verbal and written. Ability to operate and comprehend computerized parts manuals.

Job Title: MANAGER OF BRANCH INVENTORIES

Department: Inventory Management

Duties: Under the supervision of the Director of Inventory Management, responsible for managing
parts inventories at the branch offices. Uses computer models to ascertain whether particular parts
should be maintained at the branch level or in the national warehouse, and ascertains the most
appropriate quantities of each part. Provides general direction for Branch Inventory Clerks in
conjunction with Branch Service Managers, who provide direct supervision. Advises Branch
Managers on the selection of Branch Inventory Clerks and is responsible for ensuring that they are
following company policies.

Desirable Qualifications. A university degree in commerce or business administration,

specializing in operations research and materials management. Effective communications skills,
both verbal and written, and the ability to comprehend complex technical documentation.

Job Title: REGIONAL SALES MANAGER

Department: Marketing

Duties. Under the general direction of the Director of Marketing, manages the marketing and sales
of equipment and technical services that meet customer needs and will make a positive
contribution to Duplox’s financial performance in his or her region. Prepares regional sales
forecasts. Ensures that contracted products will meet customer needs. Within pricing guidelines
established by senior management, sets prices for products and services that will contribute a
satisfactory profit margin to Duplox. May get involved in client negotiations over pricing issues.
Prepares regional budget. Ensures that budgeted sales levels are accomplished. Evaluates current
policies, procedures, and practices for achieving regional objectives and implements improved
policies, procedures, and practices. Responsible for selection, evaluation, coaching, promotion,

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transfer, or discharge of branch sales managers. Jointly with Regional Service Manager, oversees
administration of the regional office.

Desirable Qualifications. This position requires a university commerce or business administration

degree with specialization in marketing. At least three to five years of experience in
marketing/sales of company products and services. Demonstrated ability to coordinate, develop,
and supervise staff; deal with interpersonal conflict; and meet departmental deadlines and
performance objectives are essential. Excellent verbal and written communications skills.

Job Title: SALES REPRESENTATIVE

Department: Marketing

Duties. Under the direction of the Branch Sales Manager, this person will be responsible for
analyzing client needs and recommending appropriate equipment and service solutions;
establishing and maintaining good working relationships with customers; disseminating
information to clients on products and services available from the company; and maintaining
customer satisfaction.

Desirable Qualifications. A university degree in commerce or business administration with a

marketing concentration. A high customer service orientation; demonstrated interpersonal skills,
such as the ability to establish equitable working relationships with staff and clients under pressure;
demonstrated oral and written communication skills, such as the proven ability to determine clients’
needs, communicate solutions, answer client support questions, and respond to client requests with
minimal supervision. Assets include a demonstrated ability to work independently and in a team,
as well as experience in working within the business equipment field.

Job Title: SALES TRAINING SPECIALIST

Department: Marketing

Duties: Under the direction of the Manager of Sales Training and in conjunction with the
Department of Technical Training and Support Services, develops and conducts training programs
for sales representatives. Programs include both technical knowledge and sales training.

Desirable Qualifications: A university degree in commerce or business administration,

specializing in marketing and training. At least two years of experience as a sales representative.
Excellent verbal and written communications skills and interpersonal skills. Demonstrated ability
to organize and make effective presentations.

Job Title: SECRETARY

Departments: All

Duties. These individuals provide secretarial and administrative support to directors and managers
and perform responsible, varied, and complex clerical tasks. The assignments typically require the

19
use of a broad understanding of the both the structure and division of responsibility and the
functions of the units they service. Expected to take initiative in relieving directors/managers of
administrative detail that does not require the application of professional judgement. This may
involve drafting letters; maintaining records on budget allotments, expenditures, commitments,
and residual balances; screening phone and office calls; setting up appointments; answering
questions; and referring visitors to appropriate individuals.

Desirable Qualifications. Grade 12 plus completion of secretarial/administrative assistant training

program, with working knowledge of word processing, spreadsheet, and related programs.
Excellent verbal and written communication skills. A minimum of two years of workplace
experience.

Job Title: TECHNICAL SERVICES SPECIALIST I – MODEL 1000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs routine product
installations and routine product servicing for all products within the Model 1000 series. Assists
TSS II or III in complex product installations, product breakdowns, and major product overhauls.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute. The successful applicant must be able to respond constructively
to feedback and direction and to develop and learn new skills as required.

Job Title: TECHNICAL SERVICES SPECIALIST I – MODEL 2000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs routine product
installations and routine product servicing for all products within the Model 2000 series. Assists
TSS II or III in complex product installations, product breakdowns, and major product overhauls.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute. The successful applicant must be able to respond constructively
to feedback and direction and to develop and learn new skills as required.

Job Title: TECHNICAL SERVICES SPECIALIST I – MODEL 3000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs routine product
installations and routine product servicing for all products within the Model 3000 series. Assists
TSS II or III in complex product installations, product breakdowns, and major product overhauls.

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Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute. The successful applicant must be able to respond constructively
to feedback and direction and to develop and learn new skills as required.

Job Title: TECHNICAL SERVICES SPECIALIST I – MODEL 4000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs routine product
installations and routine product servicing for all products within the Model 4000 series. Assists
TSS II or III in complex product installations, product breakdowns, and major product overhauls.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute. The successful applicant must be able to respond constructively
to feedback and direction and to develop and learn new skills as required.

Job Title: TECHNICAL SERVICES SPECIALIST II – MODEL 1000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs complex product
installations, repair of product breakdowns and malfunctions, and adjustment of quality problems
for all products in the Model 1000 series. Supervises and trains TSS I in these functions and
performs the initial on-the-job training for TSS I as required. Assists TSS III in major malfunctions
and with major product overhauls.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute, and at least one year of experience in servicing of Model 1000
products. The successful applicant must be able to work independently with little or no supervision,
to respond constructively to feedback and direction, to develop and learn new skills as required,
and to effectively instruct TSS I in their job duties and prepare them for more complex duties.
Effective customer relations skills are essential.

Job Title: TECHNICAL SERVICES SPECIALIST II – MODEL 2000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs complex product
installations, repair of product breakdowns and malfunctions and adjustment of quality problems
for all products in the Model 2000 series. Supervises and trains TSS I in these functions and
performs the initial on-the-job training for TSS I as required. Assists TSS III in major malfunctions
and with major product overhauls.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute and at least one year of experience in servicing of Model 2000
products. The successful applicant must be able to work independently with little or no supervision,

21
to respond constructively to feedback and direction, to develop and learn new skills as required,
and to effectively instruct TSS I in their job duties and prepare them for more complex duties.
Effective customer relations skills are essential.

Job Title: TECHNICAL SERVICES SPECIALIST II – MODEL 3000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs complex product
installations, repair of product breakdowns and malfunctions and adjustment of quality problems
for all products in the Model 3000 series. Supervises and trains TSS I in these functions and
performs the initial on-the-job training for TSS I as required. Assists TSS III in major malfunctions
and with major product overhauls.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute and at least one year of experience in servicing of Model 3000
products. The successful applicant must be able to work independently with little or no supervision,
to respond constructively to feedback and direction, to develop and learn new skills as required,
and to effectively instruct TSS I in their job duties and prepare them for more complex duties.
Effective customer relations skills are essential.

Job Title: TECHNICAL SERVICES SPECIALIST II – MODEL 4000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs complex product
installations, repair of product breakdowns and malfunctions and adjustment of quality problems
for all products in the Model 4000 series. Supervises and trains TSS I in these functions and
performs the initial on-the-job training for TSS I as required. Assists TSS III in major malfunctions
and with major product overhauls.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute and at least one year of experience in servicing of Model 4000
products. The successful applicant must be able to work independently with little or no supervision,
to respond constructively to feedback and direction, to develop and learn new skills as required,
and to effectively instruct TSS I in their job duties and prepare them for more complex duties.
Effective customer relations skills are essential.

Job Title: TECHNICAL SERVICES SPECIALIST III – MODEL 1000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs complex product
installations, repair of major product breakdowns and malfunctions, adjustment of complex quality
problems, and complex overhauls for all products in the Model 1000 series. Supervises and trains
TSS II in these functions. In cooperation with the Field Services Manager, may assist sales

22
representatives in identification of the technical configuration of equipment that best suits
customer needs.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute and at least two years of experience at the TSS II level in the
servicing of Model 1000 products. The successful applicant must be able to work independently
with little or no supervision, to respond constructively to feedback and direction, to develop and
learn new skills as required, to effectively instruct TSS II in their job duties, and to prepare them
for more complex duties. Ability to comprehend complex technical documentation essential.
Successful completion of all factory-approved technical training modules for Model 1000 series
equipment.

Job Title: TECHNICAL SERVICES SPECIALIST III – MODEL 2000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs complex product
installations, repair of major product breakdowns and malfunctions, adjustment of complex quality
problems, and complex overhauls for all products in the Model 2000 series. Supervises and trains
TSS II in these functions. In cooperation with the Field Services Manager, may assist sales
representatives in identification of the technical configuration of equipment that best suits
customer needs.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute and at least two years of experience at the TSS II level in the
servicing of Model 2000 products. The successful applicant must be able to work independently
with little or no supervision, to respond constructively to feedback and direction, to develop and
learn new skills as required, to effectively instruct TSS II in their job duties, and to prepare them
for more complex duties. Ability to comprehend complex technical documentation is essential.
Successful completion of all factory-approved technical training modules for Model 2000 series
equipment.

Job Title: TECHNICAL SERVICES SPECIALIST III – MODEL 3000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs complex product
installations, repair of major product breakdowns and malfunctions, adjustment of complex quality
problems, and complex overhauls for all products in the Model 3000 series. Supervises and trains
TSS II in these functions. In cooperation with the Field Services Manager, may assist sales
representatives in identification of the technical configuration of equipment that best suits
customer needs.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute and at least two years of experience at the TSS II level in the
servicing of Model 3000 products. The successful applicant must be able to work independently

23
with little or no supervision, to respond constructively to feedback and direction, to develop and
learn new skills as required, to effectively instruct TSS II in their job duties, and to prepare them
for more complex duties. Ability to comprehend complex technical documentation is essential.
Successful completion of all factory-approved technical training modules for Model 3000 series
equipment.

Job Title: TECHNICAL SERVICES SPECIALIST III – MODEL 4000 SERIES

Department: Technical Services

Duties. Under the general supervision of the Field Service Manager, performs complex product
installations, repair of major product breakdowns and malfunctions, adjustment of complex quality
problems, and complex overhauls for all products in the Model 4000 series. Supervises and trains
TSS II in these functions. In cooperation with the Field Services Manager, may assist sales
representatives in identification of the technical configuration of equipment that best suits
customer needs.

Desirable Qualifications. Applicant should have a two-year applied electronics designation from
an accredited technical institute and at least two years of experience at the TSS II level in the
servicing of Model 4000 products. The successful applicant must be able to work independently
with little or no supervision, to respond constructively to feedback and direction, to develop and
learn new skills as required, to effectively instruct TSS II in their job duties, and to prepare them
for more complex duties. Ability to comprehend complex technical documentation is essential.
Successful completion of all factory-approved technical training modules for Model 4000 series
equipment.

Job Title: TRAINING/SUPPORT SPECIALIST

Department: Technical Training and Support

Duties: Under the direction of the Director of Technical Training and Support, develops and
conducts technical training programs for Technical Support Specialists for a given Model series.
Provides direct support to Field Service Managers via telephone or email to deal with complex
problems for this model series. Assists Sales Training Specialists in the Marketing Department
with preparation of training materials and programs for sales representatives.

Desirable Qualifications: A university degree in engineering, specializing in electronic products.

At least two years of experience as a TSS III for that particular model series. Excellent verbal and
written communications skills and interpersonal skills. Demonstrated ability to organize and make
effective presentations.

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