Supervisor, Service & Support

Epson America Inc.; Lima Metropolitana; Presencial; PEN 311.000 - 414.000; Jornada completa

Descripción de la vacante

Epson America Inc. in Lima seeks a strategic leader to direct technical services for corporate clients, driving cross-functional projects and service excellence.

You will manage maintenance contracts, SLA performance, and a distributed team while building strong relationships with ASCs, vendors, and enterprise accounts. This role requires 5+ years in B2B service leadership and a proven track record of delivering measurable improvements.

Formación

• Bachelor’s degree in Electronic Engineering, Industrial Engineering, Business Administration, or related field.
• 5+ years leading technical teams, B2B services, or field service projects.
• Experience managing maintenance contracts and corporate service operations.
• Knowledge of SLA, MTTR, TAT, productivity and quality metrics.
• Experience with service networks, vendors, and technical service channels.
• Proven ability to lead teams and manage multiple projects.
• Excellent communication, negotiation, and problem-solving skills.

Responsabilidades

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

Conocimientos

Leadership

Project management

Customer focus

Negotiation

Communication skills

Strategic thinking

Educación

Bachelor's degree in Electronic Engineering, Industrial Engineering, Business Administration, or related field

Descripción del empleo

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Are you passionate about leading technical teams, managing complex projects, and delivering exceptional experiences for corporate clients?

This is an excellent opportunity to join Epson, driving service operations for high-tech industrial and commercial solutions.

We are looking for a strategic, customer-focused professional with solid experience in managing B2B technical services, capable of leading multidisciplinary teams, optimizing processes, and ensuring the highest standards of quality and service.

Long Description

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.).

Job Segment: Help Desk, Information Technology, Field Service, Industrial Engineer, Technical Support, Technology, Manufacturing, Engineering