The Field Service Specialist will be responsible for providing support on Epson Professional Imaging, Industrial and Commercial products regarding repair, usability, serviceability, installation, training and configuration to ensure a very high level of customer satisfaction. Ensure customer satisfaction is delivered and minimizes the amount of down-time the customer experiences. Supports pre and post launch activities and works to build positive business relationships with Epson customers. The ... more details
The Field Service Specialist will be responsible for providing support on Epson Professional Imaging, Industrial and Commercial products regarding repair, usability, serviceability, installation, training and configuration to ensure a very high level of customer satisfaction. Ensure customer satisfaction is delivered and minimizes the amount of down-time the customer experiences. Supports pre and post launch activities and works to build positive business relationships with Epson customers.
The location for the role will be remote from the Cleveland area.
As a Field Technical Service Specialist, you will be responsible for:
Analyzes product failures and makes repairs to quickly return equipment to production status either by telephone and/or on-site repair activities
Makes recommendations for improved equipment performance
Documents and submits service/repair activity
Returns parts to warehouse as necessary
Informs customer of equipment supply items, (ink, etc.) which require replenishment
Performs research and assigned special projects by Management
Performs product installations and conducts operator equipment production and maintenance training
Delivers service training to service vendors and partners as assigned by management
Applies electromechanical, printing and color theory, including knowledge of RIP’s and the ability to create ICC Profiles with the installation, troubleshooting and repair of equipment malfunctions
Identifies potential customer dissatisfaction issues and resolves or escalates as necessary.
Performs special research/projects as requested by Service management Pre and Post Launch Activity:
Assists with the creation of Installation, Service and Support documentation
Provides hardware, software, configuration and networking support via telephone, email, chat and on-site at defined level on assigned products
Perform phone, email and chat duties as assigned by management
Performs customer site evaluations and product installations
Requirements:
Requires more than 50% travel, often on short notice (next business day service)
Will support customers in the Clevaland area and surrounding areas as well as other areas as assigned
Provide service training to dealers and other service partners
5-8 years of experience in a similar role providing advanced product support for commercial and industrial printing products
Completion of program at a community college, technical or commercial school or equivalent experience (minimum of a 2-year program)
Ability to troubleshoot computer hardware and software problems
Ability to organize and write technical reports
Ability to read and understand product specification and manuals
RIP and ICC Profile experience
Field/on-site repair experience
The starting annual base pay for this role is between USD $68,896 and $91,977. 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 law.
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