Product Service and Support Specialist II

Epson Robots
December 07, 2023
Offerd Salary:$68,896
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
Product Service and Support Specialist II


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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