Regional Service Manager, Semiconductors — Hybrid

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

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.