Regional Semiconductor Service Leader

Canon USA; Austin (TX); On-site; USD 97,000 - 145,000; Full time

Benefits offered by this job

Employee referral bonus

Employee discounts

Dress for Your Day program (casual is?

Volunteer opportunities

Canon welcome kit and merch

Job summary

Canon U.S.A., Inc. in Austin seeks a seasoned Service Department Manager to lead daily operations, coordinate cross-site support, and drive service revenue opportunities.

You will oversee budgets, policies, and staff development while ensuring top-tier customer support and proactive problem resolution. The role requires a Bachelor's degree or equivalent, 7+ years of related experience with supervision of at least two full-time staff, strong MS Office/Google Workspace skills, ServiceMax

Qualifications

• Bachelor's degree in a relevant field or equivalent experience
• 7 years of related experience and management of 2+ regular full-time employees
• Experience budgeting and revenue forecasts across multiple accounts
• Intermediate MS Office and Google Workspace experience
• Experience with ServiceMax is a plus
• May require up to 50% overnight travel and valid driver's license

Responsibilities

• Manage Canon support teams / service department daily functions to ensure clients receive assistance with technical aspects of products and services.
• Respond to escalated customer support issues and manage allocation of resources from other sites or Japan.
• Implement customer support processes to enhance customer satisfaction including record maintenance and improving support plans.
• Formulate and revise customer support policies and promote their implementation.
• Follow through on plans for targeted revenue return by identifying additional sales opportunities for service products (eg spare parts, contracts) and manage the sales process.
• Update the team on new information related to products, procedures, and trends.
• Assess support statistics, analyze data and prepare detailed reports with recommendations for improvement.
• Identify and address staff training and coaching needs, oversee and evaluate the team's ongoing training efforts.
• Deliver performance evaluations and follow the disciplinary process
• Manage budgets as appropriate
• Travel weekly to customer sites.

Skills

Team leadership

Budget management

MS Office

Google Workspace

ServiceMax

Travel readiness

Education

Bachelor's degree or equivalent

Tools

ServiceMax

Job description

Canon U.S.A., Inc. in Austin seeks a seasoned Service Department Manager to lead daily operations, coordinate cross-site support, and drive service revenue opportunities.

You will oversee budgets, policies, and staff development while ensuring top-tier customer support and proactive problem resolution. The role requires a Bachelor's degree or equivalent, 7+ years of related experience with supervision of at least two full-time staff, strong MS Office/Google Workspace skills, ServiceMax