Lee Harrington - President

The upper level management of any company sets the tone for the entire organization. When employees see decisions being made that are consistently in the best interest of the customers, then that becomes the corporate culture. I have been servicing Architects, Engineers and Construction companies for over 30 years. That experience and focus has helped me shape Imtek Reprographics into a company with a reputation for “knowing its stuff”. I make sure that we use that knowledge to provide best service available. While growth is good, attaining new customers is never more important than keeping the ones we have. That is our first priority.

Mark DeCosta  —  Sales Manager

One of the reasons for Imtek Reprographics’ success is that we are a service company that also sells. With many companies, it’s the other way around. Having service as the company-wide focus makes my job in sales much easier (in case my boss is reading this, I said easier, not easy). Our high customer-satisfaction rate leads to referrals, loyalty, and, in-turn, additional sales.
I have been in sales for over 20 years. I enjoy the process: learning about a company’s needs, making recommendations based on those needs, having them place their trust in our expertise and then, after using our products, hearing them confirm that their trust was well placed.

Nancy Pelletier — Service Coordinator

When our customers call with a service requirement they appreciate that they’re never forwarded to an answering machine. I am able to get all of the details and quickly determine the best course of action. I pride myself on having enough product knowledge to often solve a problem on the initial contact without forwarding it to Technical Support. Our department uses tracking software that helps us build a history of all equipment service activity and improves our efficiency.

Doug Boucher — Service Manager

When a customer calls us to service their printer, copier or scanner it typically means that they are without the use of it. That means our response has to be immediate. Often we’re able to troubleshoot over the phone. When we’re needed on-site our standard response time is within 4 hours. Just as important as a quick response is a thorough and accurate one. There’s no value to doing something fast if it has to be done over. In order to provide the highest level of service all of our technicians are factory certified and continue their education to stay current with new product development.  

Carol Ayala — Printing Services

I have been in the printing industry for 23 years and with Imtek Reprographics for 5 years. When customers send us a print job they want it done fast and they want it done accurately. I use my experience to make sure they get both. In addition to speed and accuracy I think it’s important to provide friendly service. Customers should know that you enjoy working with them. I have many regular customers who I consider friends.       

Roberta Harrington — Office Manager / Human Resources

The way an employee treats customers is usually a reflection of how that employee is treated by his or her employer. At Imtek Reprographics we treat our employees with respect and compassion. I think it’s very important that people are happy with their work situation and choose to stay with a company long-term; experience means a higher rate of efficiency and that means better service. That benefits everyone. I wear several “hats”, but it keeps me warm in the winter.