Manager, Technical Sales Support

Epson Latinoamérica; Los Alamitos (CA); Remote; USD 121,000 - 167,000; Full time

Job summary

Epson Latinoamérica, a technology leader, seeks a Manager for Technical Sales Support who will lead a team focused on servicing projectors. This remote role requires strategic planning and relationship management while ensuring high customer satisfaction. Ideal candidates have extensive technical support experience, strong leadership skills, and a bachelor's degree.

Benefits

Comprehensive medical, dental, vision, and prescription drug coverage

Generous paid time off

Income protection plans

401K plan with company matching

Educational reimbursement

Qualifications

• 5-8+ years of experience in technical support, particularly with projectors.
• Proven ability to lead and manage a team of technical support specialists.

Responsibilities

• Manages creation of technical support coverage plans.
• Oversees sales support activities and manages required certifications.
• Develops training and product certification programs for Tech Support Specialists.

Skills

Technical Support Experience

Leadership

Technical Expertise

Strategic Planning

Sales support

Product Demonstration

Education

Bachelor’s degree or equivalent experience

Job description

Epson, a global technology leader with a long history of innovative technology, award winning products and industry leading performance has an exciting opportunity for a Manager, Technical Sales Support. This role involves leading a team of field-based technical support specialists dedicated to servicing and supporting Epson's extensive range of projectors. Your team will play a crucial role in providing business solutions during both pre-sales and post-sales activities, driving enhanced sales and ensuring high customer satisfaction. Additionally, you will be responsible for developing support coverage schedules that align with overall sales strategies.

This is a remote position located within the contiguous United States.

What you will be doing:

Technical Support

• Manages the creation of a comprehensive North American technical support coverage plan for commercial AV products, to support designated group sales objectives and provides direction to support reps on assignments.
• Oversees all sales support day to day activities for the group, and manages the team's required certifications, and user training.
• Creates realistic coverage plans for the Technical Sales Support organization to include responsibilities for channel and end user sales support for all products.
• Ensures adequate resource levels of manpower and equipment to maintain quality of service levels.
• Develops and maintains ongoing training and product certification programs for Tech Support Specialists.
• Develops and maintains relationships with key customers and their internal technical teams across all product lines to support sales efforts.

Sales Support

• Collaborates with Sales Managers in the Sales planning process to develop mutual performance objectives, financial targets, and critical milestones associated with a productive partner relationship.
• Ensures significant customer issues are resolved or escalated in partnership with Sales Management.
• Provides feedback to Product Management and/or Seiko Epson Corporation regarding technical product activity, trends or requirements in the market place to help shape product road maps.

Consultant Channel Strategy and Engagement

• Leads the development and execution of strategy for the AV consultant channel, including relationship building, training, and engagement initiatives to drive preference for Epson solutions in design specifications.
• Identifies growth opportunities within the consultant community and ensures alignment with overall channel and sales strategies.

Strategic Reporting and Executive Communication

• Provides regular reporting and strategic insights to senior leadership on technical sales support activities, consultant engagement, and field results.
• Communicates emerging trends, customer feedback, and market intelligence to influence decision-making and long-term planning.

Relationship Management

• Responsible for hiring, motivating, evaluating, developing group/department personnel
• Provides coaching and mentoring to team members.
• Advises management and provides recommendations on personnel and problem issues ( that require escalation).
• Builds strong relationships with peers and Senior Managers to best meet company goals and objectives.
• Manages and leverages relationships with vendors for a specific product/service (best price, best product, etc).
• Maintains professional relationships with peers in other corporations and outside organizations.

Department Management

• Operates within budgetary constraints, participates in the development of annual budget forecasts; participates in updating and reconciling operating and budget plans as required.
• Develops and maintains written departmental standards and procedures.
• Directly contributes to development of tactical and annual operating plans, defining goals and objectives for the group.

What you will bring:

• Technical Support Experience: 5-8+ years of experience in technical support, particularly with projectors and related technologies.
• Leadership: Proven ability to lead and manage a team of technical support specialists, including hiring, motivating, evaluating, and developing personnel.
• Technical Expertise: Strong background in developing and maintaining training and certification programs for technical support.
• Strategic Planning: Ability to create and manage comprehensive technical support coverage plans aligned with sales strategies and objectives.
• Product Demonstration: Experience with product demonstrations and training clients during both pre-sales and post-sales activities.
• Sales support: Experience with both resellers and end users to support sales efforts.
• Travel: Willingness to travel up to 25%.
• Bachelor’s degree or equivalent experience
• Ability to lift and carry devices up to 50 lbs.
  

Employee Benefits

In addition to joining a team of dedicated professionals who support each other and are passionate about their work, you’ll also enjoy a variety of attractive, industry-leading benefits.

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more!

The starting annual base pay for this role is between USD $121,291 and $166,774. Please note that this position’s salary range may include multiple levels. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.

Epson America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local laws.

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