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Lithography Product Support Specialist

2 months ago

Hillsboro, United States Canon U.S.A., Inc. Full time
About the Role

We are seeking a highly skilled Regional Service Manager to join our team at Canon U.S.A., Inc. This is a full-time position that requires ongoing support to customers, including installation, warranty, and contract support for our Photolithography products.

Your Impact
  • As the point of contact for Canon support teams and service department, you will interact with other Canon subsidiaries and manage daily functions to ensure clients receive assistance with technical aspects of products and services.
  • You will respond to escalated customer support issues and manage the allocation of resources from other sites or Japan.
  • Implement customer support processes to enhance customer satisfaction, including recording maintenance and improving support plans.
  • Coordinate and facilitate meetings with customers and Canon, preparing meeting notes, action items, and presentations.
  • 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 and managing 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 as appropriate.
About You
  • You will have a Bachelor's degree in a relevant field or equivalent experience, plus 7 years of related experience and management of 2 or more regular full-time employees.
  • CMOS Process, integration, and metrology experience in the semiconductor industry, product support field service is required.
  • Experience in analyzing and managing budgets through multiple accounts is necessary.
  • Intermediate MS Office experience is preferred.
  • You may require travel, and a valid driver's license and acceptable driving record are necessary.
  • Job may require up to 25% travel.
What We Offer
  • A competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.
  • A comprehensive list of what we have to offer is available at our website.