Senior Field Service Specialist
Location:
Los Alamitos, CA, US
Requisition ID: 6964
Company: Epson America, Inc
The Senior Field Service Specialist will be responsible for serving as a
technical subject matter expert on assigned products throughout pre and post
launch processes, ensuring successful service product launch and field service
strategy, responsible for developing end user and service training curriculum
including customer/service training delivery, providing post-sales expert
technical service for the day to day activities assigned to field service team
ensuring peak equipment performance minimizing hardware downtime to ensure
high customer satisfaction for direct and indirect customer accounts.
Principal Accountabilities
In addition to the following Epson's policies and procedures, principal
accountabilities include, but are not limited to:
Field Technical Services
Provides direct expert technical support to analyzes product failures and
makes repairs to quickly return equipment to production status either by
telephone and/or on-site repair activities.
Documents and submits service/repair activity
Returns parts to warehouse as necessary
Informs customers of equipment supply items, (ink, etc.) which require
replenishment
Identifies potential customer dissatisfaction issues and resolves or
escalates as necessary.
Makes recommendations for improved equipment performance, and documents
and reports repair activity to SEC via service reports.
Coordinates and works with the field service team to schedule and perform
system installations and conducts operator equipment production and
maintenance training.
Applies electromechanical, printing and color theory, including a
knowledge of RIP's and the ability to create ICC Profiles with the
installation, troubleshooting and repair of equipment malfunctions.
Delivers service training to service vendors and partners as assigned by
management.
Performs special research/projects as requested by Service management
Pre and Post-Launch Product Support
Participates in new product development and beta review of key customer
accounts to ensure that the service requirements are met on the product
design.
Assists management in the gathering and analysis of pre-launch technical
product data to ensure high quality product and minimize overall customer
service costs.
Provides feedback to SEC regarding product usability, reliability, and
serviceability to ensure continuous improvement in current and future
products.
Supports collaboration with Parts Planning in reviewing, setup and
acquiring initial parts list (IPL) quantities.
Assists management in collaborate with Marketing and Legal to develop and
launch competitive warranty and service programs.
Prepares technical training documents and instructions for end user and
service training needs.
Develops and makes continuous improvements to training curriculum and
technical Field Repair Guides for new and existing products.
What you will bring:
Requires more than 50% travel, often on short notice (next business day
service)
Will support customers throughout the United States and Canada
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 $85,915 and
$112,764. 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 law.
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