Manager, Advanced Product Support

Epson Robots
October 03, 2023
Offerd Salary:$114,328
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
Manager, Advanced Product Support


Los Alamitos, CA, US

Requisition ID: 6831

Company: Epson America, Inc

The Manager Advanced Product Support is responsible for managing multiple department functions such as Advanced Product Support team for assigned product lines to ensure successful service product launch, post-sales support of products as well as the Warranty Administration supporting product warranty, service contracts and support options.

This position will be based out of Epson America's headquarters in Los Alamitos, CA with the opportunity for a hybrid work schedule.

What you will be responsible for:

Pre-Launch Advanced Product Support

  • Manages support team in the review of new product serviceability and functionality for Epson products, with a focus on commercial, Industrial product lines and related workflow processes.
  • Manages the Advance Product Support (APS) team to collaborate with Seiko Epson Corporation (SEC), Product Marketing and Field Service to assess the installation, break/fix and workflow training requirements for Epson products.
  • Collaborates with SEC to develop and improve curriculum for new and existing products. Pro-actively updates installation, break/fix, workflow and usability training content, course materials and tools to reflect findings and new learning.
  • Delivers installation and service training to Field Service team and other identified partners.
  • Collaborates with Product Marketing, Sales, Legal, Field Service, Service Programs, Parts
  • Planning, Sales Operations, SEC and other teams as required to develop and launch comprehensive service processes and offerings.
  • Ensure key components of service release are executed before target product release date.
  • Manage APS team's communication with Product Marketing, Sales, Legal, Field Service, Service Programs, Parts Planning, Sales Operations, SEC and other teams during pre-launch activities.
  • Manage APS team to find challenges and improvements regarding product usability, reliability, and serviceability. Ensure findings are communicated to Business Development, Product Marketing, EAI Senior Management and SEC. Proactively make recommendations based on analysis of data for increasing product uptime, reduce service/support costs, etc, at launch.
  • Post Launch Advanced Product Support

  • Oversees the APS team's analysis of monthly field service data and post- launch technical product data and provides feedback to SEC and Product Management.
  • Manages relationships with field service, and other partners on service and installation programs, repair issues and implementation of processes improvements.
  • Manages service-related feedback to Product Marketing, Sales, Legal, Field Service, Service Programs, Parts Planning, Sales Operations, and SEC regarding customer issues and resolutions
  • Manages and collaborates on warranty needs and service programs in order to meet company goals/ cost requirements.
  • Manages APS coordination of reworks and corrective action implementation on strategic projects and issues as required.
  • Manages APS team to develop and make continuous improvements to training curriculum for break/fix, installation, product useability and workflow processes for new and existing products
  • Acts as the primary management technical interface with SEC and product marketing regarding product usability, reliability, serviceability, and quality issues.
  • Relationship and Department Management
  • Responsible for hiring, motivating, evaluating, developing personnel
  • Provides coaching and mentoring to team members and builds strong relationships with peers and Senior Management
  • Operates within budgetary constraints, participates in the development of annual budget forecasts
  • Develops and maintains written departmental standards and procedures.
  • Requirements:

  • At least 10 years in a similar role with management experience in the printing industry managing and supporting commercial and industrial printing products.
  • Extensive experience is required with copier type commercial printing, MPS (managed print services), large format inkjet solvent and textile printing and digital color label printing.
  • Strong people management experience with proven ability to lead and motivate teams within a matrix organization
  • Results driven, team builder with strong communications skills and relationship management skills
  • Detail oriented and highly organized with outstanding follow-through skills
  • Bachelor's degree (B.A. or B.S) or equivalent work experience
  • Ability to travel 25%
  • Experience in Consumer Products, Technology industries and Call Centers strongly preferred
  • New service programs creation, implementation and management in these applicable commercial and industrial product fields is a plus
  • The starting annual base pay for this role is between USD $114,328 and $157,201. Please note that this position salary range may include multiple levels. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.

    Epson America, Inc. is an Equal Opportunity/ Affirmative Action Employer

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local law.


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