Product Service and Support Specialist II
Location:
Los Alamitos, CA, US
Requisition ID: 7537
Company: Epson America, Inc
At Epson exceptional starts with a great team. When you put people first,
exceptional things happen. We invest in our employees' success through
mentorship, career-long coaching, rewards, recognition and compensation. This
support is one way we inspire employees to build long-lasting careers at
Epson.
We realize success doesn't happen on its own. That's why we encourage diverse
opinions, ideas and voices across the organization at all levels.
As a global technology company, we're focused on improving everything we do,
every day. It's how we deliver purpose-designed solutions—and the services to
back them up.
The Product Service & Support Specialist II is responsible for providing
support on Epson ColorWorks, 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 position will be based out of Epson America's headquarters in Los
Alamitos, CA with the opportunity for a hybrid schedule.
What you will be doing:
Pre- and Post-Launch Advanced Product Support:
Provides hardware, configuration, and software support via telephone,
email and on-site at defined level on assigned products and work on
developing networking and programming skills
Serves as a technical subject matter expert at assigned level on assigned
products throughout pre and post launch processes
Assist in evaluation and escalation of issues as requested by customers
and EAI's internal and external teams
Assist with service support, installation and hardware repair training for
call center staff, customers and service partners
Skilled in self-management with the ability to multitask and manage
assigned projects
Facilitate the escalation process with guidance for assigned product lines
Provide support for quality issues and rework projects
Represents EAI through professional verbal and written communications and
pro-actively responds to all customer escalations and requests on assigned
products
Expert in the use of Epson B2B and B2C CRM systems
Proficient in the use of Epson Logistic Support Systems
Support in analyzing product failures and repair data 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
Assist with product installations and operator equipment production and
maintenance training.
Applies electromechanical, printing and color theory, including knowledge
of RIP's and the ability to create ICC Profiles with the installation,
troubleshooting and assist with the repair of equipment malfunctions.
Identifies potential customer dissatisfaction issues and resolves or
escalates as necessary.
Performs special research/projects as requested by Service management.
What you will bring:
Assist with the training of dealers and other service partners
Minimum 5-8 years' experience
Printer hardware repair experience required
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
Strong verbal and written communication skills
Strong analysis and problem-solving experience
Ability to organize and write technical reports
Ability to read and understand product specification and manuals
Have basic-mid level experience in (RIP, Adobe Photoshop, Adobe
Illustrator, etc)
The starting annual base pay for this role is between USD $68,896 and $91,977.
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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