Light load is low fuel pressure (larger droplets of fuel that are hard to burn), and low turbo boost (higher boost causes higher air temps and air pressures in the engine which help burn the fuel). The two of those combined cause unburned fuel (soot). If you don't do either enough of driving to automatically regen, or do a manual regen often enough, then you have to go to the dealer for a forced regen. Not a malfunction, operator error. The answer could be as easy as a 45 min run down the road after every few calls, or x number of hours of engine idle.