Manager, Field Service - 3rd Party

The Manager Field Service is responsible for managing 3rd party service provider providing installation and repairs of commercial and industrial printers to ensure a high level of customer satisfaction and an efficient and profitable operation. Manages the overall performance and management of the service technicians.

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

Principal Accountabilities
In addition to the following Epson's policies and procedures, principle accountabilities include, but are not limited to:

• Communicate with customers and 3rd party service vendor directly on daily repair statuses and follow ups until resolution is reached. 
• Participates and monitors service events and 3rd party service vendor activities to ensure proper procedures are followed.
• Responsible for dispatching all service events, monitoring status, and reports on daily, weekly, and monthly field service activities while optimizing customer service levels. 
• Manages and ensures all dispatches are sent to qualified, available techs (both internal and 3rd party dispatches) with a cost effective and balanced work schedule.
• Collaborates with other working groups and ensures all Installation coordination steps are properly performed on time, meeting sales requirements and customer satisfaction. 
• Performs and ensures accurate service data is captured and available for reporting and dashboard updates.
• Collaborate with the Contact Center and APS to resolve escalated customer calls and correspondences. Resolves escalated sales and customer relations issues related to 3rd party service delivery and performance. 
• Co-leads sales escalation meetings and all follow up processes end to end for 3rd party service vendor activities. 
• Manages escalated product issues to functional management and/or appropriate departments.
• Manages the relationship with Epson authorized 3rd party service providers from the initial contract through performance monitoring and termination (as necessary). 
• Negotiates with 3rd party vendors to minimize costs while maximizing service and customer satisfaction. 
• Collaborates with 3rd party vendors on program and repair issues and implements new processes.
• Performs payment lot billing reviews and corrections and manages payment approval process end to end. 
• Negotiates with 3rd party on service training requirements and associated costs. 
• Collaborates with APS to ensure 3rd party service providers meet EAI authorization and service training  requirements. 
• Analyzes data (KPI) and creates reports on daily and monthly service metrics to identify productivity and activity trends. Makes modifications and/or recommendations to management based on analysis.
• Resolves open discrepancies with 3rd party consigned parts returns and follow-up billing. 
• Work with 3rd party vendor to improve KPI performance, increasing first time fix rate, while reducing repeat and escalated calls being transferred to internal support teams for resolution.
• Prepares ad-hoc reporting and analysis as requested by Senior management.
• Co-leads Epson’s system enhancements and system upgrades related to service dispatches and reporting of field service activities. 

Product Knowledge:

• Maintains expert knowledge of product specifications, operations, and target markets.
• Requires expert knowledge of Epson’s CRM and dispatch systems and related sub-systems. 

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, SEC, members of other departments, 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; updating and reconciling operating and budget plans as required.
• Develops and maintains written departmental standards and procedures.
• Directly contributes to the development of tactical and annual operating plans by defining goals and objectives for the group.

Skills & Experience: 

• At least 8 years in a similar role with management experience in the printing industry managing and supporting commercial and industrial printing products, managing a field service team.
• 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 preferred
• New service programs creation, implementation and management in these applicable commercial and industrial product fields is a plus