European Technical Support Manager- Business Products H/F

European Technical Support Manager- Business Products H/F

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The European Technical Support Manager leads the department, which provides technical support (Level III) for commercial and consumer products.

This role is responsible to manage daily operations whilst building and sustaining deep technical expertise in Service, ensuring alignment with the company’s strategic goals and effective collaboration with internal teams and external partners.

The function also acts as a control tower for all aspects of new product introduction, advanced technical knowledge, and accountability for repair volume events, with the goal of ensuring affordable intervention rates.

In addition, act as site manager, including responsibility for security and health and safety in the building.

What you will do:

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• Define the necessary level of technical skills/knowledge within ETS to support sales of existing and new products.
  
• Manage and coordinate the work of the ETS Managers and plan and prioritise their activities within the EEB support strategy. Ensure that good working practices are followed (documentation, standards).
  
• Develop and maintain clear and open technical communication with local Service and Support Managers and business units - liaising with all necessary sections of the EPSON organisation.
  
• Define the support strategy for new products based on the requirements of the relevant business unit, including provision of training, definition of escalation routes, distribution of technical documentation, etc.
  
• Ensure that technical escalations are resolved within the framework of the internal service level agreement by Level III Technical Support Specialists or escalated to a higher level and monitor whether the Level 4 support response is received.
  
• Monitor product failure rates and propose corrective actions for implementation by Seiko Epson Corporation (SEC).
  
• Function as a lead role for intervention rates control across countries with local team, to ensure affordable repair volumes, including corrective action plans.
  
• Report any abnormal failures on the market side to the EEB Chief Service Officer for further subsequent communication and action, and to 4th Level Support (SEC) for action plan.
  
• Claim SEC funding in case of epidemic failures as appropriate, and ensure subsequent actions from service country teams to recover funds from SEC.
  
• Coordinate and oversee random technical audits of maintenance technicians employed by our service partners, ensuring compliance with Epson’s policies and standards by authorised Service Partners and Service Dealers.
  
• Prepare and manage the budget for all Level III support activities. Contribute to the preparation of the business plan for service in EEB by providing information on quality and failure rates to meet market to meet market and business needs.
  
• Report regularly to European management (including business unit heads) to keep them informed of service and support issues and activities.
  
• Monitor the level of customer service delivery for industrial products in line with company's commitment to Epson's customers and provided by local service engineers and liaise with local service management where necessary to improve the situation.
  
• Organise and plan ETS resources for pan-European events according to the requirements of the Marketing and business unit requirements.
  
• Encourage the team to make proactive recommendations to local Service teams on how to improve business practices to improve product reliability and quality.
  
• Oversee the media certification process in collaboration with the business units for the development of new (paper) media to enhance Epson's media portfolio for LFP and BS products.
  
• Train, develop and manage the performance of direct reports (Managers) and their teams
  

What we ask for:

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• Extensive experience in the IT sector, including technical support management (in printing, imaging and display, general technology), and people management.
  
• Ability to manage projects from initial requirements to completion (strong planning and scheduling skills).
  
• Strong business and financial acumen
  
• Ability to problem solve and respond quickly to escalated service and support issues (strong planning and scheduling skills).
  
• Ability to interact with all departments and at all levels of the organisation and the ability to coordinate cross-functional teams.
  
• Ability to hi