Manager, Technical Support

Epson America, Inc. • Plainfield, IN

4h • $100,233 - $131,556 • Hybrid

About The Position

Epson is seeking a Manager, Technical Support to lead customer service and technical support activities for Epson robotics products, including technical support, repair, maintenance, and on-site service. The role focuses on delivering an exceptional customer experience and minimizing downtime, while overseeing service, parts, and warranty programs for end users and system integrators throughout the product lifecycle.

The manager will develop and support a team of technical professionals and collaborate with Sales, Marketing, Operations, Product Management, and global teams to improve products, service programs, and the customer support experience. The position is based at Epson America’s Plainfield, Indiana location, in the greater Indianapolis area, with an opportunity for a hybrid schedule.

Requirements

• 8–12 years of experience leading a service or technical support organization.
• Strong leadership experience and demonstrated ability to coach, develop, and motivate technical teams.
• Experience managing technical support, field service, repair, or maintenance operations for complex products.
• Strong customer focus and experience resolving escalated technical and service issues.
• Strong cross-functional collaboration and relationship-building skills.
• Completion of an undergraduate program or equivalent experience (B.A. or B.S.).

Responsibilities

• Gather and analyze post-launch technical product data to improve current and existing products and minimize customer service costs.
• Provide feedback to SEC regarding product usability, reliability, and serviceability.
• Provide feedback to Senior Management and Product Management regarding customer issues and resolutions.
• Manage timely responses to customer calls and personally handle or assist technical support representatives with customer calls concerning diagnosis, repair, and technical advice.
• Personally respond to or assist with on-site service calls concerning diagnosis, repair, and technical advice.
• Develop and implement fee-based end-user programs that extend or expand existing warranty programs.
• Review competitive service programs and pricing and identify new product and market opportunities.
• Build awareness of service program offerings through business channels.
• Collaborate with Sales, Marketing, and Operations to develop and launch competitive service programs, including programs responding to special bid requirements.
• Oversee warranty administration.
• Manage the EAI QC process, including building and executing quality-control testing for new products and coordinating scheduling with Sales Operations.
• Hire, motivate, evaluate, and develop department personnel; coach and mentor team members.
• Advise management and provide recommendations on personnel and issues requiring escalation.
• Build relationships with peers and Senior Managers to support company goals and objectives.
• Manage vendor relationships for assigned products or services.
• Maintain professional relationships with peers in other corporations and outside organizations.
• Operate within budgetary constraints, participate in annual budget forecasting, and update and reconcile operating and budget plans as needed.
• Develop and maintain written departmental standards and procedures.
• Contribute to tactical and annual operating plans and define group goals and objectives.
• Coordinate team schedules to meet SLAs and balance phone, email, and in-person resources.
• Forecast parts requirements to maintain service levels and take action to prevent parts from reaching end of shelf life.

Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date.
• Paid time off, including sick time, vacation, and holidays.
• Company-paid life insurance and short-term and long-term disability programs.
• 401K plan with company matching.
• Educational reimbursement.
• Employee assistance program (EAP).
• Adoption assistance.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager