Regional Service Manager (Semiconductor)

Canon U.S.A., Inc.•San Jose, CA

1d•$96,880 - $145,090•Hybrid

About The Position

This position, located in San Jose, will provide ongoing support to customers including installation, warranty and contract support for Canon’s Photolithography products. The role involves managing Canon support teams and daily functions to ensure clients receive technical assistance. It also includes responding to escalated customer support issues, managing resource allocation, implementing and revising customer support processes to enhance customer satisfaction, and identifying additional sales opportunities for service products. The manager will also update the team on new product information, analyze support statistics, prepare reports, identify staff training needs, deliver performance evaluations, and manage budgets. Weekly travel to customer sites is required.

Requirements

Bachelors degree in a relevant field or equivalent experience required
7 years of related experience
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
Experience with ServiceMax a plus
May require considerable travel (valid driver's license and acceptable driving record necessary).
Must remain in compliance with company safety guidelines and policies.
Job may require up to 50% overnight travel
Legally authorized to work in the United States.
Must reside in the United States at the time of hire.

Nice To Haves

Semiconductor industry, product support field service helpful
Intermediate MSOffice and Google Workspace experience preferred
Experience with ServiceMax a plus

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 as appropriate
Travel weekly to customer sites.