Supervisor Field Service - Business Inkjet Products

Epson, a $10B global leader in high-quality consumer electronics, imaging, and point of sale printing devices, is seeking an exceptional Supervisor Field Service to join our Field Service team. You will be responsible for the first line management and supervision of the field service team for Business Ink Jet products to ensure customer service levels are achieved and resolving escalated customer relations issues.

This position will be based out of Epson America’s headquarters in Los Alamitos, CA with a hybrid schedule or if preferred it could be remote.

At Epson, our hybrid schedule is only 6 days per month. 

We understand that life happens.  We want to provide you with a hybrid policy that allows for you to work remote the majority of the time if you prefer.  We offer flexibility and work-life balance, plus an opportunity to interact in person a few times each month.

What you will be doing:

• Works with Advance Product Support to enhance installation requirements for applicable products and associated Epson software and hardware
• Collaborates with Partners and Dealers to Establish defined installation processes/checklists and any other supporting items 
• Develops and trains internal field service teams on operator, production, and maintenance procedures
• Facilitates installation training to dealers and partners
• Makes recommendations for improved equipment performance
• Monitors service events and field technician activities to ensure proper procedures are followed
• Ensures accurate data is captured and available for reporting
• Resolves escalated customer and field technician issues
• Escalates customer calls and correspondence to manager as appropriate
• Escalates product issues to functional management and/or appropriate departments
• Analyzes data (KPI) and creates reports on daily and monthly service metrics to identify department productivity and activity trends;
• Prepares ad-hoc reporting and analysis as requested by management
• Facilitates support to assist Field Technicians 
• Collaborates with APS, Product Marketing on providing specific and validated technical feedback for new product development 
• Maintains APS level product proficiency for usability and serviceability and be the first point of management contact for critical technical issues
• Participates in internal and external training of applicable products provided by Japan and product management
• Provides post-sales expert technical support for the hardware installation and workflow activities assigned to field service team members
• Ensures optimum equipment performance, minimizing product downtime to ensure high customer satisfaction
• Gathers and analyzes pre- and post-launch technical product data 
• Research and tests accuracy of technical bulletins, Epson software, firmware, drivers, and other updates

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
• 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; 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

What you will bring:

• 5-8 years experience in advanced product support, preferably in the printing industry managing and supporting commercial and industrial printing products
• Completion of an undergraduate program or equivalent experience (B.A. or B.S.)
• 1-3 years supervisory experience
• Ability to travel up to 50%