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About the Role
This position provides ongoing support to customers, including installation, warranty, and contract support for Canon’s Photolithography products, based in the Austin area.
Responsibilities
- Manage Canon support teams and daily functions to ensure clients receive technical assistance.
- Respond to escalated customer support issues and manage resource allocation from other sites or Japan.
- Implement customer support processes to enhance customer satisfaction.
- Formulate and revise customer support policies and promote their implementation.
- Identify additional sales opportunities for service products and manage the sales process.
- Update the team on new product information, procedures, and trends.
- Assess support statistics, analyze data, and prepare detailed reports with recommendations.
- 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.
Requirements
- Bachelors degree in a relevant field or equivalent experience required.
- 7 years of related experience.
- 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.
- Valid driver's license and acceptable driving record necessary.
- Must remain in compliance with company safety guidelines and policies.
- You must be legally authorized to work in the United States.
- The Company will not pursue or support visa sponsorship.
- All applicants must reside in the United States at the time of hire.
Skills
- Intermediate MSOffice experience preferred.
- Intermediate Google Workspace experience preferred.
- Experience with ServiceMax a plus.
Location
- Austin area
Work Type
- Full-Time
- On Site
Experience Level
- 7 years of related experience
- management of 2 or more regular full time employees
Education Level
- Bachelors degree in a relevant field or equivalent experience
Salary/Compensations
- $96,880 - $145,090 annually
Benefits
- Employee referral bonus
- Employee discounts
- “Dress for Your Day” attire program
- Volunteer opportunities
- Canon welcome kit
- Official merch
- Medical
- Dental
- Vision
- 401(k) Savings Plan
- Discretionary profit sharing
- Discretionary success sharing
- Educational assistance
- Recognition programs
- Vacation
About the Company
- Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets.
- With approximately $28.5 billion in global revenue, its parent company, Canon Inc., has ranked in the top-10 for U.S. patents granted for 41 consecutive years.
- Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility.
- Where Talent Fosters Innovation.
- Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals.
- Our employees have a strong work ethic, creativity, and a cooperative spirit.
- We believe in integrity, respect, empowerment, and making a difference in the communities we serve.
- There is a strong sense of pride in what we do individually and together as a team.
- Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.
Equal Opportunity
- 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.