Job Description
We are looking for a Senior Service Manager who leads and oversees the end to end hardware field support and technical service operations across a broad geographic area. He/she ensures operational excellence by driving service performance, resource allocation, budget, compliance and adherence to work plans and service-level requirements. Provides direction to Field Service, Client Service and Technical Support teams - both direct and third parts - to deliver a consistent, high quality customer experience and support business objectives.
Responsibilities
Main responsibilities:
Leads workforce planning, scheduling, field operations and technical training for field service teams; provides guidance and advanced technical solutions for complex hardware support cases.
Oversees talent acquisition, development, and performance management of both direct and third party field service resources, ensuring service commitments and customer support requirements are consistently met.
Collaborates with Product, Sales, and Customer Care teams to define, implement, and support field service contract deliverables; contributes to the development, negotiation, and ongoing management of key customer relationships.
Designs, deploys, and continuously improves field service programs, tools, and processes, monitoring industry trends, customer expectations, and market dynamics to identify service enhancements and drive operational excellence.
Qualifications
Skills required:
Technical skills
Consilidated experience in the role
Fluency in English - written and verbal - any other European language is a plus.
Canon Core Competencies
Customer Focus: Demonstrates a strong commitment to understanding customer needs and delivering high‑quality service experiences.
Planning & Organizing: Effectively prioritizes, structures, and coordinates resources, activities, and processes to achieve operational objectives.
Business Acumen: Applies sound commercial judgment to balance service perform