Epson America Inc.
Analyst, Service Programs
Epson America Inc., Los Alamitos, California, us, 90721
Responsible for development, facilitation, and implementation of service programs to improve service interaction with key internal and external customers. Duties include developing service onboarding program policies, creating product warranties, extended service plans and creating financial models in support of these programs. Service programs will be targeted but not limited to the following product lines: Business Inkjet, POS System Devices, High End Projector (AV), Pro Imaging and SurePress. Responsibilities include financial modeling of proposed programs, project management to implement service programs, and ongoing auditing to ensure overall compliance.Principal Accountabilities
Supports and develops service and support programs to support product lines for POS System Devices, High End Projector (AV), Business Inkjet, MPS, Pro Imaging and SurePress products.Gathers, analyzes and evaluates all relevant data for product warranties including pre-launch establishment of standard warranty coverage, service and financial model and delivery method.Researches and identifies best support practices in targeted commercial markets.Researches and provides competitive feedback to senior management regarding service programs with supporting cost analysis as to what it would cost Epson to implement matching programs.Reviews existing and ongoing service programs and makes modifications and/or recommendations to management based on program and cost analysis/benefit.Continually reviews Epson service programs and policies and makes recommendations to management for improvements and changes.Assists management on developing T&Cs and policies for service programs and contracts.Collaborates with Advanced Product Support and other training departments to address commercial products training needs, process and schedules to ensure third party service providers meet Epson's authorization requirements.Supports developing strategies for improving current customer support.Maintains professional relationships with peers and outside organizations.Operates within budgetary constraints; participates in the development of annual budget forecasts.Builds strong relationships with peers and Product Managers to best meet company goals and objectives.Manages and leverages relationships with vendors for a specific product/service (best price, best product, etc).Essential Skills and Experience:
Completion of an undergraduate program or equivalent experience (B.A. or B.S.).5-8 years of experience for consumer electronics, preferably printing products.Experience developing and managing service plans and warranty information.Experience managing contracts.Excellent writing skills.Strong Excel experience, intermediate to advanced.Data analysis, including cost analysis and market data.Epson America, Inc. is an Equal Opportunity/ Affirmative Action EmployerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local law.
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Supports and develops service and support programs to support product lines for POS System Devices, High End Projector (AV), Business Inkjet, MPS, Pro Imaging and SurePress products.Gathers, analyzes and evaluates all relevant data for product warranties including pre-launch establishment of standard warranty coverage, service and financial model and delivery method.Researches and identifies best support practices in targeted commercial markets.Researches and provides competitive feedback to senior management regarding service programs with supporting cost analysis as to what it would cost Epson to implement matching programs.Reviews existing and ongoing service programs and makes modifications and/or recommendations to management based on program and cost analysis/benefit.Continually reviews Epson service programs and policies and makes recommendations to management for improvements and changes.Assists management on developing T&Cs and policies for service programs and contracts.Collaborates with Advanced Product Support and other training departments to address commercial products training needs, process and schedules to ensure third party service providers meet Epson's authorization requirements.Supports developing strategies for improving current customer support.Maintains professional relationships with peers and outside organizations.Operates within budgetary constraints; participates in the development of annual budget forecasts.Builds strong relationships with peers and Product Managers to best meet company goals and objectives.Manages and leverages relationships with vendors for a specific product/service (best price, best product, etc).Essential Skills and Experience:
Completion of an undergraduate program or equivalent experience (B.A. or B.S.).5-8 years of experience for consumer electronics, preferably printing products.Experience developing and managing service plans and warranty information.Experience managing contracts.Excellent writing skills.Strong Excel experience, intermediate to advanced.Data analysis, including cost analysis and market data.Epson America, Inc. is an Equal Opportunity/ Affirmative Action EmployerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local law.
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