Regional Service Manager Semiconductor – Lithography products

About the Role

Are you seeking a new opportunity to work for one of the world’s most admired and respected companies?  Located in the Austin or Dallas area, this position will provide ongoing support to customers including installation, warranty and contract support for Canon’s Photolithography products.   - 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 and revenue forecasts as appropriate. - Travel weekly to and/or monthly customer sites, both local and regionally. - This position works remotely from a home office located near a major metropolitan city/airport in Texas and requires up to 50% overnight travel.   This position is full time and is considered as a hub workstyle category. These hub employes are expected to come into their assigned office on each regularly scheduled workday.   Note that work schedules and office reporting requirements may change from time to time based on business needs.  

Your Impact

• 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 and revenue forecasts as appropriate • Travel weekly to customer sites, both locally and regionally

About You: The Skills & Expertise You Bring

Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19 - 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 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 50% overnight travel. In accordance with applicable law, we are providing the anticipated base salary for this role; $96,880 - $145,090 annually  

Company Overview

About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $29.4 billion in global revenue, its parent company, Canon Inc. as of 2023 has ranked in the top-five overall in U.S. patents granted for 38 consecutive years†. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa.

Who We Are

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