Service VP

About The Role

Canon USA's Service organization is seeking a Service Vice President accountable for providing direction to and inspection of the processes, policies and activities of the Zone Field Service organization. Ensures consistency in practices throughout the Zone branch locations. Attains consistency in metrics throughout branch organizations and, as a result, provides maximum customer satisfaction and employee retention / satisfaction at all locations. Responsible for enhancing the Sales VP's ability to achieve sales revenue goals.

Your Impact

• Oversees the Regional field service functions, ensuring they understand expectations of service metrics (i.e., net profit, parts per call, response time, and gross calls per day) and have a sound business plan to achieve those minimum standards. - Works with HR and the various Regional & Branch Service Managers to maintain proper staffing levels at the Regional Branch Level so that customer satisfaction, employee satisfaction, and branch revenue / profitability can be achieved. - Works closely with HR to support Regional Directors and Sales Directors / Managers to address customer satisfaction issues, employee relations issues, training and development needs, staffing needs and corrective action procedures, where necessary. - Works closely with Senior Directors and Directors of each Region to identify strengths and opportunities of Regional Branch / Field Service organizations. - Works closely with identified Zone / Regional Service Leaders in each area of the country to share best practices, organize training schedules for technicians, ensure Oracle processes are understood and utilized. Helps Regional & Branch Service or Field Service Manager set up management practices that are repeated and predictable. - Conducts Quarterly Service Operation Reviews with each Regional Branch & Service Operations team. - Works with the Service Analyst to monitor Regional Service Area metrics monthly and quarterly to identify gaps and appropriately plan for improvement. - Works closely with the operational areas to ensure that all systems are operating at optimum levels. Communicates frequently with the leaders of dispatch, training, parts and distribution to ensure that there is good cross-functional communication and the Regional service organizations are receiving the support that they need. - Provides direction, inspection, guidance, and oversight to service entities in multiple regions & branch locations. Reporting to this person will be Regional Service Directors. - Zone VP travels frequently to the regional headquarters and the various branch locations, meet with the service managers, assess current state, and communicate desired state and the suggested plans for future success. This person will conduct gap analysis in each branch and give direction for minimizing / closing the gaps. - Conducts roundtables, some field travel, conference calls and meetings to understand the issues and opportunities and thus formulate solutions that may be used across the Regional Service organizations where similar situations exists. - Fine tunes a communication process that will include recognition of successes, dissemination of critical service updates and best practices, and follow up on customer requirements that have been elevated. Monthly and quarterly reports will be distributed to the Regional Service Directors outlining specific opportunities and progress in areas in need of improvement. - Interfaces directly with end customers on both a reactive problem solving basis and a proactive sales support basis.

About You : The Skills & Expertise You Bring

Company Overview

About our 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 $29.4 billion in global revenue, its parent company, Canon Inc. as of 2023 has ranked in the top-five overall in U.S. patents granted for 38 consecutive years. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com.

Workstyle Description

Hybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.