Manager, Technical Support

Join Epson America, Inc in a hybrid role based in Plainfield, IN. This position leads customer service and technical support for Epson robotics products, with the goal of improving the customer experience, reducing downtime, and strengthening service programs across the product lifecycle. You will also shape how the team responds to customers and escalations, while partnering cross-functionally to continuously advance products and support offerings.

What you’ll do

• Lead customer service and technical support activities for Epson robotics products, including technical support, repair, maintenance, and on-site service, focused on exceptional customer experience and minimized downtime.
• Oversee the development and implementation of service, parts, and warranty programs for end users and system integrators across the lifecycle.
• Manage gathering and analysis of post-launch technical product data to support product improvements and help minimize overall customer service costs.
• Provide feedback to SEC on product usability, reliability, and serviceability to drive continuous improvement for current and future products.
• Manage timely customer call response and support phone and on-site escalations, including diagnosis, repair, and technical advice.
• Oversee development and execution of fee-based end user programs that extend warranties and add options to existing warranty programs.
• Review competitive service programs and pricing, and help identify new product and market opportunities.
• Build awareness of service program offerings through business channels, and collaborate with Sales, Marketing, and Operations to develop and launch competitive service programs.
• Oversee warranty administration, including EAI QC processes: building and executing QC testing for new products and coordinating scheduling with Sales Operations.
• Lead people management including hiring, motivating, evaluating, and developing team/department personnel, with coaching and mentoring and recommendations that may require escalation.
• Maintain and leverage relationships with peers, Senior Managers, and vendors to achieve best pricing and product/service outcomes, while operating within budget constraints and supporting annual budget forecasting and plan updates.
• Maintain written departmental standards and procedures; contribute to tactical and annual operating plan goals and objectives.
• Coordinate team schedules to meet SLAs while maintaining a balance of phone, email, and in-person resources.
• Forecast parts needed to maintain service levels and implement actions to prevent parts from reaching end-of-shelf life.

Requirements

• 8–12 years of experience leading a service or technical support organization
• Strong leadership experience coaching, developing, and motivating technical teams
• Experience managing technical support, field service, repair, or maintenance operations for complex products
• Strong customer focus, including resolving escalated technical and service issues
• Strong cross-functional collaboration and relationship-building skills
• Completion of an undergraduate program or equivalent experience (B.A. or B.S.)

Compensation

USD 100,233 - 131,556 per year.

Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more