Supervisor, Service & Support

Are you passionate about leading technical teams, managing complex projects, and delivering exceptional experiences for corporate clients?

This is an excellent opportunity to join Epson, driving service operations for high-tech industrial and commercial solutions.

We are looking for a strategic, customer-focused professional with solid experience in managing B2B technical services, capable of leading multidisciplinary teams, optimizing processes, and ensuring the highest standards of quality and service.

Long Description

Principal Accountabilities

In addition to Epson's policies and procedures, principal accountabilities include, but are not limited to

• Lead technical service operations, specialized support, and project execution for corporate clients.
• Manage preventive and corrective maintenance contracts, ensuring compliance with service SLAs and KPIs.
• Supervise field technical teams and Level 2 Help Desk support.
• Coordinate the implementation, execution, and closure of technical projects for the Industrial and Commercial business lines.
• Manage strategic relationships with Authorized Service Centers (ASCs), channel partners, and corporate accounts.
• Drive continuous improvement initiatives to optimize response times, productivity, and customer satisfaction.
• Analyze performance indicators, prepare executive reports, and recommend corrective actions.
• Participate in technical negotiations, tenders, and special projects for strategic customers.
• Manage critical escalations and ensure timely resolutions that protect customer experience and the company's brand reputation.

Main Requirements 

• Bachelor's degree in Electronic Engineering, Industrial Engineering, Business Administration, or a related field.
• More than 5 years of experience leading technical teams, B2B services, specialized support, or field service projects.
• Experience managing maintenance contracts, technical support services, and corporate customer service operations.
• Knowledge of service performance metrics, including SLA, MTTR, TAT, productivity, and quality indicators.
• Experience working with service networks, vendors, and technical service channels.
• Proven ability to lead teams, develop talent, and manage multiple projects simultaneously.
• Excellent communication, negotiation, and problem-solving skills.

Education

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