Managerial styles can differ. Some prefer a hands-on approach that provides insight into every aspect of the team and the projects it’s currently undertaking. Sometimes, it’s a fine line between deft oversight and micromanaging, and its proponents must be mindful of the impact on morale and trust implications. Not everyone advocates the style, but for some, it provides a comfort level to ensure the manager is well-attuned to what’s going on.
None of these attributes apply to Jon Pottebaum. Obviously, as service and operations manager for Advanced Imaging Solutions (AIS) of Minnetonka, Minnesota, he bears the ultimate responsibility for the performance of those technicians under his guidance. But where Pottebaum gleans his management style is from the decades of work as a technician in his own right.
Pottebaum knows the process and what’s involved in delivering quality technical service. He’s been blessed with a team that is rich in experience and tenure at AIS. He knows what is expected of them, and the techs understand and appreciate that he is one of them, in addition to being their boss. That’s cultivated an environment of mutual respect, and in giving the techs a longer leash, Pottebaum is free to focus on other aspects of his position. As someone who grew up doing chores on a farm in northwest Iowa, he’s definitely not afraid to get his hands dirty.
“I love to manage people, but I like to give them the freedom to manage their territories as well,” said Pottebaum, a 2022 ENX Magazine Difference Maker. “I don’t need to tell them what to do all the time. That gives me the freedom to handle other responsibilities, such as overseeing the warehouse and handling building issues. Every now and then, I’ll say something if I need to get a point across. But they work very well as a team.”
Pottebaum credits much of the success with the close-knit atmosphere employed by AIS as a family-owned, independent dealer. AIS has hired techs in the past who have come from much larger organizations that treated them like a number instead of a person. And since many techs remain from when Pottebaum was named service manager in 2005, mutual respect has created a cohesive relationship among them.
“I was in their shoes, so that helps,” he said. “People have issues to deal with, families. We treat them well and work with them on different aspects. The techs are really receptive to that approach.”
Technical Prowess
Pottebaum’s career has paralleled with immense changes in the technical makeup of devices, particularly production units. He started off in the industry with an Iowa dealer back in the 1990s, and upon moving to Minnesota, he teamed with another tech to do side work rebuilding and selling machines. One of his customers was Mike Keating, AIS owner. Pottebaum doubled down on his technical expertise to build his knowledge base as digital units were introduced in the market. Keating welcomed him to the company in 2000.
The changes over the past 20 years have been monumental from a technical viewpoint. “It was a lot easier to work on machines back in the 1990s than it is today,” Pottebaum observed. “It can be a pretty stressful job. But I really enjoy the work.”
Pottebaum has benefitted from several key influences, including Brian Kempke, who worked alongside him for only 18 months but shared an abundance of technical wisdom. Another was the late Tim Keating, who provided a wealth of information from a business standpoint, particularly when it comes to financials. That helped grow his acumen beyond the nuts and bolts of service, so to speak, to include order processing, shipping and virtually every aspect of the operation.
He’s especially proud of the way AIS has endured through the post-pandemic period, with volumes and new deals on the rise. The dealer has been honored for technical service by both Sharp and Konica Minolta, and constant training helps keep the staff one step ahead of the changing technologies. On a personal front, Pottebaum is putting the finishing touches on his bachelor’s degree in operations management, fulfilling a promise he made to himself 20 years ago.
Building Blocks
Looking ahead, Pottebaum is focusing on improving processes and other aspects to make things more streamlined. Keeping customers happy is always an overarching priority, and he feels the company did a solid job of dealing with toner issues. AIS is also looking at leveraging SalesForce or DealerAgent to better handle its inventory and sales agreements, which also falls under the umbrella of streamlining processes.
On the home front, Pottebaum and his wife of 26 years, Holly, have three children (two boys)—a college graduate, one working on his degree and another in high school. He loves boating, with Lake Minnetonka among his favorite excursions. The Pottebaums enjoyed a two-week European vacation this past summer that crossed through five countries, fueling their shared love of history (which Holly teaches at the local high school). An avid golfer, Pottebaum also loves returning to his Iowa roots during the fall harvest season.
