Manager, Technical Support

Select how often (in days) to receive an alert:

Epson is a global technology leader whose philosophy of efficient, compact and precise innovation enriches lives and helps create a better world. Our advanced robotics and automation solutions help manufacturers improve productivity, performance, and efficiency across a wide range of applications.

Epson is seeking a Manager, Technical Support to join our Factory Automation Robotics team. In this role, you will lead customer service and technical support activities for Epson robotics products, including technical support, repair, maintenance, and on-site service, with a focus on delivering an exceptional customer experience and minimizing downtime. You will also oversee the development and implementation of service, parts, and warranty programs that support end users and system integrators throughout the product lifecycle.

As a people leader, you will develop and support a team of technical professionals while partnering across Sales, Marketing, Operations, Product Management, and global teams to continuously improve our products, programs, and customer support experience.

This position is based at Epson America’s Plainfield, Indiana location, in the greater Indianapolis area, with an opportunity for a hybrid schedule.

• Manages the gathering and analysis of post-launch technical product data to ensure product improvement of current and existing product and minimize overall customer service costs.
• Manages and provides feedback to SEC regarding product usability, reliability, and serviceability to ensure continuous improvement in current and future products.
• Manages and provides feedback to Senior Management and Product Management regarding customer issues and resolution to improve customer support and satisfaction.
• Manages the timely response to customer calls.
• Responds directly as well as assist other technical support reps in the handling of customer phone calls regarding diagnosis, repair, and general technical advice.
• Responds directly as well as assist other technical support reps to on site service calls regarding diagnosis, repair, and general technical advice.

• Oversees and conducts the development and implementation of fee based end user programs that extend existing warranties and/or add more options to existing warranty programs.
• Manages and conducts the review of competitive service programs and pricing.
• Manages and conducts identification of new product and market opportunities.
• Manages and conducts the development of awareness of service program offerings through various business channels.
• Collaborates with Sales, Marketing, and Operations to develop and launch competitive service programs.
• Collaborates with Sales on service program development in response to special bids requirements.
• Oversees warranty administration.
• Responsible for EAI QC process including building and executing QC testing for new products and coordinating scheduling with Sales Operations.

• 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 and Senior Managers 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.

• Operates within budgetary constraints, participates in the development of annual budget forecasts; participates in updating and reconciling operating and…