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Field Service Specialist - (Large Format Printers)

Epson America, Inc.

Location New York
Website https://jobs.epson.com/

Posted October 10th

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. This location for the role can be remote from New York.

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 Northern California area 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
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

Apply

Please apply on our career page at:

https://jobs.epson.com/job/Downtown-Field-Service-Technician-NY/430625200/