Regional Service Manager Semiconductor Lithography products

Canon U.S.A., Inc.; Austin (TX); Remote; USD 96,000 - 146,000; Full time

Job summary

An established industry player is looking for a Regional Service Manager to lead support teams for semiconductor lithography products. This role involves managing customer support, addressing escalated issues, and implementing processes to enhance satisfaction. With a focus on budget management and team leadership, you'll play a crucial role in driving sales opportunities while ensuring high-quality service delivery. If you're passionate about technology and customer service, this position offers a unique chance to make a significant impact in a dynamic environment, with opportunities for travel and professional growth.

Benefits

Employee referral bonus

Employee discounts

Dress for Your Day attire program

Volunteer opportunities

Canon welcome kit and official merch

Qualifications

• 7+ years of experience in customer support and management.
• Strong analytical skills for data analysis and budget management.

Responsibilities

• Manage daily functions of support teams to ensure customer satisfaction.
• Implement and revise customer support processes and policies.

Skills

Customer Support Management

Technical Assistance

Budget Management

Sales Process Management

Data Analysis

Team Leadership

MS Office

Semiconductor Industry Knowledge

Education

Bachelor's Degree in a Relevant Field

Job description

Regional Service Manager Semiconductor Lithography products

US-TX-Austin

Job ID: 32898
Type: Full-Time
# of Openings: 1
Category: Field Service
CNT Austin TX

About the Role

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

• 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 and revenue forecasts as appropriate.
• Travel weekly to and/or monthly customer sites, both local and regionally.
• This position works remotely from a home office located near a major metropolitan city/airport in Texas and requires up to 50% overnight travel.

This position is full time and is considered as a hub workstyle category. These hub employees are expected to come into their assigned office on each regularly scheduled workday. Note that work schedules and office reporting requirements may change from time to time based on business needs.

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 and revenue forecasts as appropriate.
• Travel weekly to customer sites, both locally and regionally.

About You: The Skills & Expertise You Bring

Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19.

• 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 experience preferred.
• 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 - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $29.4 billion in global revenue, its parent company, Canon Inc. as of 2023 has ranked in the top-five overall in U.S. patents granted for 38 consecutive years. Canon U.S.A. is dedicated to its 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

Youll 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 cant 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.

Posting Tags

#PM19 #LI-NF1 #LI-ONSITE

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