Job Abstract

At Epson exceptional starts with a great team.  When you put people first, exceptional things happen. We invest in our employees’ success through mentorship, career-long coaching, rewards, recognition, and compensation. This support is one way we inspire employees to build long-lasting careers at Epson.  
We realize success doesn’t happen on its own. That’s why we encourage diverse opinions, ideas and voices across the organization at all levels.  
As a global technology company, we’re focused on improving everything we do, every day. It’s how we deliver purpose-designed solutions—and the services to back them up.

The Senior Manager Field Service will manage the installation, rework, and repair of commercial and industrial printers to ensure a high level of customer satisfaction and an efficient and profitable operation. You will also manage the overall performance and management of the service technicians.

This position will be based out of Epson America’s headquarters in Los Alamitos, CA with the opportunity for a hybrid work schedule.

Principal Accountabilities 
In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:

• Manages team of Field Technicians responsible for performing installations, reworks, and break-fix repairs at customer sites.
• Oversees dispatch service events, monitors status, and reports on daily, weekly, and monthly, field service activities while optimizing customer service levels. Manages supervisors that monitor service events and field technician activities to ensure proper procedures are followed.
• Ensures technicians have the necessary training and tools needed.
• Ensures key components of Field service delivery are executed before target product release date.
• Manage/resolve escalated customer, sales, and field technician issues.
• Ensures dispatches are sent to qualified, available techs with a cost-effective and balance work schedule.
• Ensures accurate data is captured and available for reporting.
• Manages escalated product issues to functional management and/or appropriate departments.
• Communicates with customers and sales on repair status.
• Ensures Technicians are returning and accurately recording all parts post field repair.
• Ensures Field Techs are consistently and accurately updating and closing open call logs.
• Provides feedback to Product Management regarding customer issues and resolution to improve customer support and satisfaction. 
• Works with other support groups to resolve individually escalated customer issues (e.g., repair/warranty issues, customer concessions, etc).  
• Manages the relationship with Epson authorized third party service providers from initial contract through performance monitoring and termination (as necessary). 
• Negotiates with third party vendors to minimize costs while maximizing service and customer satisfaction. 
• Collaborates with third party vendors on program and repair issues and implements new processes.
• Collaborates with training to ensure third party service providers meet EAI authorization requirements.
• Analyzes data (KPI) and creates reports on daily and monthly service metrics to identify department productivity and activity trends. Makes modifications and/or recommendations to management based on analysis.
• Prepares ad-hoc reporting and analysis as requested by Senior management.

Product Knowledge:

• Expert knowledge of managing an effective Field Service team tasked with performing installations.
• Product rework as well as break-fix at customer sites while meeting internal KPI’s.
   

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, SEC, members of other departments, 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; updating and reconciling operating and budget plans as required.
• Develops and maintains written departmental standards and procedures.
• Directly contributes to the development of tactical and annual operating plans by defining goals and objectives for the group.

Skills & Experience: 

• At least 10 years in a similar role with management experience in the printing industry managing and supporting commercial and industrial printing products.
• Extensive experience is required with copier type commercial printing, MPS (managed print services), large format inkjet solvent and textile printing and digital color label printing.
• Strong people management experience with proven ability to lead and motivate teams within a matrix organization
• Results driven, team builder with strong communications skills and relationship management skills
• Detail oriented and highly organized with outstanding follow-through skills
• Bachelor’s degree (B.A. or B.S) or equivalent work experience
• Ability to travel 25%
• Experience in Consumer Products, Technology industries and Call Centers preferred
• New service programs creation, implementation and management in these applicable commercial and industrial product fields is a plus