Regional Service Manager Semiconductor Lithography products

Canon • Austin, TX

226d • $96,880 - $145,090 • Remote

About The Position

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.

Requirements

• 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.
• Valid driver's license and acceptable driving record necessary.

Responsibilities

• 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.

Benefits

• Competitive compensation and benefits.
• 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.
• Medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree