Manager, Advanced Product Support
Location:
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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