Epson is a global technology company at the forefront of technological revolutions in imaging, robotics, precision machinery and electronics. The Supervisor Field Service is responsible for delivering installation and service and support for Industrial and Professional Imaging business organizations. Support the implementation of the service and support for the region including product installation, end-user training, work?ow development and training, maintenance, and support. This position can ... more details
Epson is a global technology company at the forefront of technological revolutions in imaging, robotics, precision machinery and electronics.
The Supervisor Field Service is responsible for delivering installation and service and support for Industrial and Professional Imaging business organizations. Support the implementation of the service and support for the region including product installation, end-user training, work?ow development and training, maintenance, and support.
This position can be 100% remote. Preferably located near Epson America’s headquarters in Los Alamitos, CA.
Principal Accountabilities
In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:
Monitors service events and ?eld technician activities to ensure proper procedures are followed, monitors status, and reports on daily, weekly and monthly field service activity while optimizing customer service levels.
Ensures dispatches are sent to quali?ed, available techs ensuring a cost e?ective and balance work schedule.
Resolves and escalates customer and ?eld technician and product related issues/escalations and report to management as appropriate
Analyzes data (KPI) and creates reports on daily and monthly service metrics to identify department productivity and activity trends; makes modi?cations and/or recommendations to management based on analysis
Facilitate support to assist Field Technicians to make timely repairs and quickly return equipment to production status, either by telephone and/or on-site repair activities and travel to customer sites as requested by Service Management
Establishes de?ned installation processes/checklists and any other supporting items that will enable the ?eld service team to schedule and perform successful system installations
Develops and trains internal teams on operator, production, and maintenance procedures
Facilitates installation training to dealers and partners as de?ned by service and product management
Makes recommendations for improved equipment performance
Prepares ad-hoc reporting and analysis as requested by management
Pre- and Post-Launch Product Support
Participates in new product development, and beta review of key customer accounts
Participates in internal and external training of applicable products provided by Japan and product management
Provides post-sales expert technical support for the hardware installation and work?ow activities assigned to ?eld service team members
Ensures optimum equipment performance, minimizing product downtime to ensure high customer satisfaction
Interfaces with Seiko Epson Corporation regarding product work?ow usability and reliability to ensure continuous improvement in current and future industrial products
Gathers and analyzes pre- and post-launch technical product data to ensure product improvement of current and existing product and minimize overall customer service costs
Researches and tests accuracy of technical bulletins, Epson Rips, ?rmware, drivers, and other updates
Required Skills and Experience
5-8 years experience in advanced product support, preferably in the printing industry managing and supporting commercial and industrial printing products
Completion of an undergraduate program or equivalent experience (B.A. or B.S.)
1-3 years supervisory experience
Some travel required
The starting annual base pay for this role is between USD $97,313 and $133,807. Please note that this position’s salary range may include multiple levels. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.
Epson America, Inc. is an Equal Opportunity/ Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local laws.
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