About the Role

Located in San Jose, this position will provide ongoing support to customers including installation, warranty and contract support for Canon's Photolithography products.

Your Impact

- Manage Canon support teams / service department 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 record maintenance and improving support plans.
- 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 (ie 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
- Travel weekly to customer sites.

About You: The Skills & Expertise You Bring

- Bachelors degree in a relevant field or equivalent experience required plus 7 years of related experience and management of 2 or more regular full time employees
- Semiconductor industry, product support field service helpful
- Experience analyzing and managing budgets and revenue forecasts through multiple accounts
- Intermediate MSOffice and Google Workspace experience preferred
- Experience with ServiceMax a plus
- May require considerable 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 50% overnight travel
In accordance with applicable law, we are providing the anticipated base salary for this role; $96,880 - $145,090 annually

Workstyle Description

Hybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

Posting Tags

#PM19 #LI-NF1 #LI-ONSITE