Manager, Technical Sales Support

Epson, a global technology leader with a long history of innovative technology, award winning products and industry leading performance has an exciting opportunity for a Manager, Technical Sales Support.  This role involves leading a team of field-based technical support specialists dedicated to servicing and supporting Epson's extensive range of projectors. Your team will play a crucial role in providing business solutions during both pre-sales and post-sales activities, driving enhanced sales and ensuring high customer satisfaction. Additionally, you will be responsible for developing support coverage schedules that align with overall sales strategies.

This is a remote position located within the contiguous United States.

 

What you will be doing:

 

Technical Support

• Manages the creation of a comprehensive North American technical support coverage plan, to support designated group sales objectives and provides direction to support reps on assignments.
• Oversees all sales support day to day activities for the group, and manages the team's required certifications, and user training.
• Creates realistic coverage plans for the Technical Sales Support organization to include responsibilities for channel and end user sales support for all products.
• Ensures adequate resource levels of manpower and equipment to maintain quality of service levels.
• Develops and maintains ongoing training and product certification programs for Tech Support Specialists.
• Develops and maintains relationships with key customers and their internal technical teams across all product lines to support sales efforts. 

 

Sales Support

• Collaborates with Sales Managers in the Sales planning process to develop mutual performance objectives, financial targets, and critical milestones associated with a productive partner relationship.
• Ensures significant customer issues are resolved or escalated in partnership with Sales Management.
• Provides feedback to Product Management and/or Seiko Epson Corporation regarding technical product activity, trends or requirements in the market place to help shape product road maps.

 

Consultant Channel Strategy and Engagement

• Leads the development and execution of strategy for the AV consultant channel, including relationship building, training, and engagement initiatives to drive preference for Epson solutions in design specifications.
• Identifies growth opportunities within the consultant community and ensures alignment with overall channel and sales strategies.

 

Strategic Reporting and Executive Communication

• Provides regular reporting and strategic insights to senior leadership on technical sales support activities, consultant engagement, and field results.
• Communicates emerging trends, customer feedback, and market intelligence to influence decision-making and long-term planning.

Relationship Management 

• 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.

 

Department Management

• Operates within budgetary constraints, participates in the development of annual budget forecasts; participates in updating and reconciling operating and budget plans as required.
• Develops and maintains written departmental standards and procedures.
• Directly contributes to development of tactical and annual operating plans, defining goals and objectives for the group.

 

What you will bring:

• Technical Support Experience: 5-8+ years of experience in technical support, particularly with projectors and related technologies.
• Leadership: Proven ability to lead and manage a team of technical support specialists, including hiring, motivating, evaluating, and developing personnel.
• Technical Expertise: Strong background in developing and maintaining training and certification programs for technical support.
• Strategic Planning: Ability to create and manage comprehensive technical support coverage plans aligned with sales strategies and objectives.
• Product Dem