Service Manager - Factory Automation Robotics

EPSON Robots

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Posted on 05/17/2023

Location

Plainfield, Indiana

Description

Epson, a $10B global leader in high-quality consumer electronics, imaging, and point of sale printing devices, is seeking a Service Manager to join our Factory Automation Robotics (FAR) team. You will be responsible for managing customer service activities involving technical support, repair, and maintenance of robot products to ensure outstanding customer satisfaction, and overseeing the development and implementation of product, parts, and warranty related service programs for end-users and System Integrators. Join a high-energy team with a strong manager coach that will support you to flourish and succeed! This position is based out of Epson America’s Indianapolis, Indiana location and we are willing to provide relocation assistance for your move.

 

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

 

Advanced Product Support

1. Manages the gathering and analysis of post-launch technical product data to ensure product improvement of current and existing product and minimize overall customer service costs.

2. Manages and provides feedback to SEC regarding product usability, reliability, and serviceability to ensure continuous improvement in current and future products.

3. Manages and provides feedback to Senior Management and Product Management regarding customer issues and resolution to improve customer support and satisfaction.

4. Manages the timely response to customer calls.

5. Responds directly as well as assist other technical support reps in the handling of customer phone calls regarding diagnosis, repair, and general technical advice.

6. Responds directly as well as assist other technical support reps to on site service calls regarding diagnosis, repair, and general technical advice.

 

Service Programs Management

1. Oversees and conducts the development and implementation of fee based end user programs that extend existing warranties and/or add more options to existing warranty programs.

2. Manages and conducts the review of competitive service programs and pricing.

3. Manages and conducts identification of new product and market opportunities.

4. Manages and conducts the development of awareness of service program offerings through various business channels.

5. Collaborates with Sales, Marketing, and Operations to develop and launch competitive service programs.

6. Collaborates with Sales on service program development in response to special bids requirements.

7. Oversees warranty administration.

8. Responsible for EAI QC process including building and executing QC testing for new products and coordinating scheduling with Sales Operations.

 

Relationship Management
1. Responsible for hiring, motivating, evaluating, developing group/department personnel.
2. Provides coaching and mentoring to team members.
3. Advises management and provides recommendations on personnel and problem issues (that require escalation).
4. Builds strong relationships with peers and Senior Managers to best meet company goals and objectives.
5. Manages and leverages relationships with vendors for a specific product/service (best price, best product, etc).
6. Maintains professional relationships with peers in other corporations and outside organizations.

 

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

4. Coordinates team’s schedules, ensuring SLAs are met, and maintaining a healthy balance of phone, email and in-person resources.

5. Responsible for forecasting parts that need to be acquired to maintain proper service levels, as well as implementing actions that would prevent parts to reaching their end-of-shelf life.

 

What You Will Bring:

1.  8-12 years of experience leading a service organization

2. Completion of an undergraduate program or equivalent experience (B.A. or B.S.)

 

 

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

4. Coordinates team’s schedules, ensuring SLAs are met, and maintaining a healthy balance of phone, email and in-person resources.

5. Responsible for forecasting parts that need to be acquired to maintain proper service levels, as well as implementing actions that would prevent parts to reaching their end-of-shelf life.

 

What You Will Bring:

1. 8-12 years of experience leading a service organization

2. Completion of an undergraduate program or equivalent experience (B.A. or B.S.)

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