Supervisor, Service & Support

Supervisor, Service & Support

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.).

Job Segment:

• Help Desk, Information Technology, Field Service, Industrial Engineer, Technical Support, Technology, Manufacturing, Engineering