Regional Service Manager (Semiconductor)

Canon USA; San Jose (CA); Hybrid; USD 97,000 - 145,000; Full time

Benefits offered by this job

Employee discounts

Dress for Your Day

Volunteer opportunities

Canon welcome kit

Job summary

Canon U.S.A., Inc. in San Jose seeks a senior service operations leader to manage regional support teams delivering installation, warranty, and contract support for Photolithography products.

You will drive escalated issue resolution, optimize resource allocation, and implement improved customer support processes while pursuing additional service sales opportunities. Hybrid work is offered with weekly travel.

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 in the semiconductor industry or product support in field service is helpful.
• Experience analyzing budgets and revenue forecasts across multiple accounts.
• Proficiency in MS Office and Google Workspace; ServiceMax experience a plus.

Responsibilities

• Lead Canon support teams and service department daily operations to assist customers with technical issues.
• Respond to escalated customer support issues and allocate resources across sites and Japan.
• Improve support processes, maintain records, and enhance customer satisfaction.
• Develop and revise customer support policies; promote implementation.
• Identify additional sales opportunities for service products and manage the sales process.
• Provide updates on product and procedural information; analyze trends for improvements.
• Assess and report on support statistics; prepare detailed improvement recommendations.
• Identify staff training needs and oversee ongoing coaching.

Skills

Team management

Budget management

Data analysis

MS Office

Google Workspace

ServiceMax

Education

Bachelor's degree in a relevant field or equivalent experience

Tools

ServiceMax

Job description

Are you seeking a new opportunity to work for one of the world’s most admired and respected companies? Located in San Jose, this position will provide ongoing support to customers including installation, warranty and contract support for Canon’s Photolithography products.

Your Impact

• 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 proactively identifying additional sales opportunities for service products (ie spare parts, contracts, etc), 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.

About You: The Skills & Expertise You Bring

• Bachelors degree in a relevant field or equivalent experience required plus 7 years of related experience and management of 2 or more regular full time employees
• Semiconductor industry, product support field service helpful
• Experience analyzing and managing budgets and revenue forecasts through multiple accounts
• Intermediate MSOffice and Google Workspace experience preferred
• Experience with ServiceMax a plus
• May require considerable travel (valid driver's license and acceptable driving record necessary). Additionally, because this position requires driving for company business as an essential function of the job, must remain in compliance with company safety guidelines and policies.
• Job may require up to 50% overnight travel

In accordance with applicable law, we are providing the anticipated base salary for this role; $96,880 - $145,090 annually

Company Overview

About our Company - Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa .

Who We Are

Where Talent Fosters Innovation.

Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.

What We Offer

You’ll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits.

And Even More Perks!

• Employee referral bonus
• Employee discounts
• “Dress for Your Day” attire program (casual is welcome, based on your job function)
• Volunteer opportunities to give back to our local community
• Swag! A Canon welcome kit and official merch you can’t get anywhere else

†Based on weekly patent counts issued by United States Patent and Trademark Office.

All referenced product names, and other marks, are trademarks of their respective owners.

Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.

You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you are not reviewing this job posting on our Careers’ site https://www.usa.canon.com/about-us/life-at-canon , we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon .

#CUSA

Workstyle Description

Hybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.