Manager, Technical Support

Epson America Inc.; Plainfield (IN); Hybrid; USD 100,000 - 132,000; Full time

Benefits offered by this job

401K match

Educational reimbursement

Employee discounts

Medical, dental, vision coverage

Job summary

Epson America, Inc. in Plainfield, Indiana is seeking a Manager, Technical Support to lead our Factory Automation Robotics team. You will supervise technical support, repair, maintenance, and on-site service to deliver an exceptional customer experience and minimize downtime.

As a people leader, you will develop a team of technical professionals, partnering with Sales, Marketing, Operations, and Product Management to continuously improve products and customer support. Hybrid schedule available.

Qualifications

• Experience leading a service or technical support organization.
• Experience managing technical support, field service, repair, or maintenance operations for complex products.
• Strong customer focus with experience resolving escalated technical and service issues.
• Undergraduate program or equivalent experience (B.A. or B.S.).

Responsibilities

• Lead customer service and technical support activities for Epson robotics products and on-site service.
• Oversee development and implementation of service, parts, and warranty programs.
• Collaborate with Sales, Marketing, Operations, Product Management, and global teams to improve products and customer support experience.
• Manage department budgets, standards, and operating plans; forecast parts and resources.
• Coordinate SLAs and balance resources for phone, email, and in-person support.

Skills

Leadership

Coaching

Cross-functional

Customer focus

Escalation handling

Education

B.A./B.S.

Job description

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Epson is a global technology leader whose philosophy of efficient, compact and precise innovation enriches lives and helps create a better world. Our advanced robotics and automation solutions help manufacturers improve productivity, performance, and efficiency across a wide range of applications.

Epson is seeking a Manager, Technical Support to join our Factory Automation Robotics team. In this role, you will lead customer service and technical support activities for Epson robotics products, including technical support, repair, maintenance, and on-site service, with a focus on delivering an exceptional customer experience and minimizing downtime. You will also oversee the development and implementation of service, parts, and warranty programs that support end users and system integrators throughout the product lifecycle.

As a people leader, you will develop and support a team of technical professionals while partnering across Sales, Marketing, Operations, Product Management, and global teams to continuously improve our products, programs, and customer support experience.

This position is based at Epson America’s Plainfield, Indiana location, in the greater Indianapolis area, with an opportunity for a hybrid schedule.

Advanced Product Support

• Manages the gathering and analysis of post-launch technical product data to ensure product improvement of current and existing product and minimize overall customer service costs.
• Manages and provides feedback to SEC regarding product usability, reliability, and serviceability to ensure continuous improvement in current and future products.
• Manages and provides feedback to Senior Management and Product Management regarding customer issues and resolution to improve customer support and satisfaction.
• Manages the timely response to customer calls.
• Responds directly as well as assist other technical support reps in the handling of customer phone calls regarding diagnosis, repair, and general technical advice.
• Responds directly as well as assist other technical support reps to on site service calls regarding diagnosis, repair, and general technical advice.

Service Programs Management

• Oversees and conducts the development and implementation of fee based end user programs that extend existing warranties and/or add more options to existing warranty programs.
• Manages and conducts the review of competitive service programs and pricing.
• Manages and conducts identification of new product and market opportunities.
• Manages and conducts the development of awareness of service program offerings through various business channels.
• Collaborates with Sales, Marketing, and Operations to develop and launch competitive service programs.
• Collaborates with Sales on service program development in response to special bids requirements.
• Oversees warranty administration.
• Responsible for EAI QC process including building and executing QC testing for new products and coordinating scheduling with Sales Operations.

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.
• Coordinates team’s schedules, ensuring SLAs are met, and maintaining a healthy balance of phone, email and in-person resources.
• Responsible for forecasting parts that need to be acquired to maintain proper service levels, as well as implementing actions that would prevent parts to reaching their end-of-shelf life.
  

What You Will Bring:

• 8–12 years of experience leading a service or technical support organization
• Strong leadership experience with a demonstrated ability to coach, develop, and motivate technical teams
• Experience managing technical support, field service, repair, or maintenance operations for complex products
• Strong customer focus with experience resolving escalated technical and service issues
• Strong cross-functional collaboration and relationship-building skills
• Completion of an undergraduate program or equivalent experience (B.A. or B.S.)

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 $100,233 and $131,556. 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.

Nearest Major Market: Indianapolis
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