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Regional Service Manager

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. Located in the Hillsboro, Oregon area, this position will provide ongoing support to customers, including installation, warranty, and contract support for Canon's Photolithography products.

Your Impact:
  • Be the point of contact for Canon support teams and service department, interacting with other Canon subsidiaries.
  • Manage daily functions to ensure clients receive assistance with technical aspects of products and services.
  • Respond to escalated customer support issues and manage 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 (e.g., spare parts, contracts, etc.) and manage 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:

We are looking for a candidate with a strong background in customer support, technical service, and management. The ideal candidate 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 required.
  • Experience in analyzing and managing budgets through multiple accounts.
  • Intermediate MS Office experience preferred.
  • May require travel (valid driver's license and acceptable driving record necessary). Additionally, because this position requires driving for company business as an essential function of the job, must remain in compliance with company safety guidelines and policies.
  • Job may require up to 25% travel.

The company will not pursue or support visa sponsorship for this position.

What We Offer:

We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits.

  • Employee referral bonus
  • Employee discounts
  • Free morning coffee
  • Dress for Your Day attire program
  • Casual dress (including jeans) is welcome
  • Volunteer opportunities to give back to our local community
  • Swag A Canon welcome kit and official merch you can't get anywhere else

We comply with all applicable federal, state, and local laws, regulations, orders, and mandates, including those we may be required to follow as a federal government contractor/subcontractor.

All applicants must reside in the United States.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.