Field Service Specialist - Remote Boston
Location:
Boston, MA, US
Requisition ID: 6966
Company: Epson America, Inc
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 Boston, MA 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 Boston 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.
#LI-Remote
Nearest Major Market: Boston
Job Segment: Field Service, Technical Support, Maintenance, Warehouse,
Manufacturing, Technology, Research
