Regional Service Manager (Semiconductor – Lithography products)

Canon Careers • OR-Hillsboro US-OR-Aloha US-OR-Portland, OR

9d • $96,880 - $145,090 • Onsite

About The Position

Are you seeking a new opportunity to work for one of the world’s most admired and respected companies? Based in Hillsboro, OR this position will provide ongoing support to regional customers including installation, warranty and contract support for Canon’s Photolithography products. Your Impact - Manage Canon customer support teams’ daily operations to ensure clients receive assistance with technical aspects of products and services - This role requires reporting to the assigned local office in accordance with corporate workplace policy - Manage escalated customer support issues and 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 as needed 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 (KPI metrics), 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 to customer sites, both locally and regionally, on a regular basis

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 and Google Workspace 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 25% overnight travel

Nice To Haves

• Experience with ServiceMax a plus

Responsibilities

• Manage Canon customer support teams’ daily operations to ensure clients receive assistance with technical aspects of products and services
• This role requires reporting to the assigned local office in accordance with corporate workplace policy
• Manage escalated customer support issues and 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 as needed 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 (KPI metrics), 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 to customer sites, both locally and regionally, on a regular basis

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
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees