The Service & Support Analyst is responsible for North and South America Service and Support analysis for all product lines to ensure successful support for product launches, post-sales support and strategic competitive analysis. Create, maintain, and monitor key performance metrics. In addition, this position will determine and develop best practices through innovative reporting and data analytics to provide insight and recommendations to service operations teams and management.

This position will be based out of Epson America's headquarters in Los Alamitos, CA with the opportunity for a hybrid work schedule.

What you will be doing:

Budget Analysis

• Create and maintain departmental budgets for service and support teams. Provides financial analysis to assist management in developing annual budget forecast
• Monitors and reconciles each department cost center monthly general ledger
• Serves as liaison between Service & Support Management and Finance in cost center analysis and reconciliations

Strategic Analysis

• Maintains competitive gap analysis for all product lines.
• Gathers, analyzes and evaluates all competitive warranty data for all product lines.
• Researches and identifies best support practices in target markets.
• Develops strategies for addressing unique support requirements.
• Leverages product knowledge to bring expertise to new markets and opportunities.
• Develops strategies for improving current customer support.

Pre-Launch and Post Launch Activities

• Tracks, monitors and reports on all pre-launch service and support activities related to product launches to ensure timely and effective completion.
• Gathers, analyzes and evaluates all relevant data for product warranties including pre and post launch establishment of standard warranty period and exception requests (competitive bids).
• Prepares and analyzes market quality data (e.g., sales, repairs, exchanges, and parts used failure percentages), and Repair Depot data for all product lines (VI, CIJ, BIJ, PG and SD)
• Provides feedback to Seiko Epson Corporation regarding product usability, reliability, and serviceability to ensure continuous improvement in current and future products based on analysis prepared.
• Analyzes customer contact (phone calls and email events) information for all product lines (VI, CIJ, BIJ, PG and SD) for trends and opportunities. Provides feedback regarding customer issues and resolution to improve customer support and satisfaction as well as to minimize costs.
• Coordinates and consolidates North and South American financial and data analysis. Prepares ad-hoc reporting and analysis as requested by management.

What you will bring:

• Completion of an undergraduate program or equivalent experience (B.A. or B.S.).
• 5-8 years of experience with strong analytical skills
• Demonstrated skills in financial analysis, reconciliation, reporting, analyzing and synthesizing data, and developing actionable recommendations
• Experience creating various dashboards utilizing weekly/monthly/yearly financial reports to measure and track amongst previous, KPI's and costs.
• Experience with visualization tools (preferably PowerBI)
• Strong written and oral communications skills
• Excel power user and analyst
• Previous experience/knowledge of production printing markets (e.g. textile, label, commercial print, etc.) a plus
• Consumer goods experience a plus