Supervisor, Service & Support

Epson America, Inc; Lima Metropolitana; Presencial; PEN 207.000 - 344.000; Jornada completa

Descripción de la vacante

Epson America, Inc seeks a seasoned leader to direct technical service operations for corporate clients in Peru. You will oversee maintenance contracts, ensure SLA/KPI compliance, and guide field teams and Level 2 support to deliver high-quality service.

Responsibilities include project coordination for Industrial and Commercial lines, management of service networks and partners, and driving improvements to optimize response times and customer satisfaction.

Formación

• Bachelor’s degree in a relevant field (electronic/industrial engineering or business) required.
• 5+ years of experience leading technical teams, B2B services, or field service projects.
• Experience managing maintenance contracts, technical support services, and corporate customer service operations.

Responsabilidades

• Lead technical service operations, specialized support, and project execution for corporate clients.
• Manage preventive and corrective maintenance contracts ensuring compliance with SLAs and KPIs.
• Supervise field technical teams and Level 2 Help Desk support.
• Coordinate implementation and closure of technical projects for Industrial and Commercial business lines.
• Manage relationships with Authorized Service Centers, channel partners, and corporate accounts.
• Drive continuous improvement to optimize response times, productivity, and customer satisfaction.
• Analyze performance indicators, prepare executive reports, and recommend corrective actions.
• Participate in technical negotiations, tenders, and special projects for strategic customers.
• Manage escalations and ensure timely resolutions to protect customer experience and brand reputation.

Conocimientos

Leadership of technical teams

B2B services

Field service management

SLA and KPI knowledge

Educación

Bachelor’s degree in Electronic Engineering

Bachelor’s degree in Industrial Engineering

Bachelor’s degree in Business Administration

Descripción del empleo

Principal Accountabilities

In addition to Epson's policies and procedures, principal accountabilities include, but are not limited to

• Lead technical service operations, specialized support, and project execution for corporate clients.
• Manage preventive and corrective maintenance contracts, ensuring compliance with service SLAs and KPIs.
• Supervise field technical teams and Level 2 Help Desk support.
• Coordinate the implementation, execution, and closure of technical projects for the Industrial and Commercial business lines.
• Manage strategic relationships with Authorized Service Centers (ASCs), channel partners, and corporate accounts.
• Drive continuous improvement initiatives to optimize response times, productivity, and customer satisfaction.
• Analyze performance indicators, prepare executive reports, and recommend corrective actions.
• Participate in technical negotiations, tenders, and special projects for strategic customers.
• Manage critical escalations and ensure timely resolutions that protect customer experience and the company's brand reputation.

Main Requirements

• Bachelor's degree in Electronic Engineering, Industrial Engineering, Business Administration, or a related field.
• More than 5 years of experience leading technical teams, B2B services, specialized support, or field service projects.
• Experience managing maintenance contracts, technical support services, and corporate customer service operations.
• Knowledge of service performance metrics, including SLA, MTTR, TAT, productivity, and quality indicators.
• Experience working with service networks, vendors, and technical service channels.
• Proven ability to lead teams, develop talent, and manage multiple projects simultaneously.
• Excellent communication, negotiation, and problem-solving skills.

Education

D - Completion of an undergraduate program or equivalent experience (B.A. or B.S.).