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Field Support Technician

2 months ago

Hartford, Connecticut, United States Epson America Full time

The Technical Service Expert will play a crucial role in delivering assistance on Epson's Professional Imaging, Industrial, and Commercial offerings, focusing on repair, usability, serviceability, installation, training, and configuration to ensure exceptional customer satisfaction. The goal is to provide top-notch service while minimizing customer downtime. This position also supports pre-launch and post-launch initiatives and fosters positive relationships with Epson clientele.

Key Responsibilities:

  • Diagnoses product malfunctions and executes repairs to swiftly restore equipment to operational status, utilizing both remote and on-site methods.
  • Offers suggestions for enhancing equipment functionality.
  • Records and submits details of service and repair activities.
  • Returns components to inventory as needed.
  • Informs clients about necessary equipment supplies that require replenishment.
  • Conducts research and undertakes special projects as assigned by management.
  • Facilitates product installations and provides training on equipment operation and maintenance.
  • Delivers training sessions to service vendors and partners as directed by management.
  • Applies knowledge of electromechanical systems, printing technology, and color theory, including proficiency in RIP software and ICC Profile creation for troubleshooting and repairing equipment issues.
  • Identifies potential customer dissatisfaction and addresses or escalates issues as appropriate.
  • Assists in the development of Installation, Service, and Support documentation.
  • Provides hardware, software, configuration, and networking support through various communication channels for assigned products.
  • Conducts evaluations at customer sites and oversees product installations.
Qualifications:
  • Requires extensive travel, often with short notice.
  • Supports clients across various regions as assigned.
  • Delivers service training to dealers and service partners.
  • 5-8 years of experience in a similar capacity, providing advanced support for commercial and industrial printing solutions.
  • Completion of a relevant program at a community college, technical, or commercial institution (minimum of a 2-year program).
  • Proficient in troubleshooting computer hardware and software issues.
  • Skilled in organizing and drafting technical documentation.
  • Able to interpret product specifications and manuals.
  • Experience with RIP software and ICC Profiles.
  • Field and on-site repair experience.
The starting annual base salary for this position ranges from USD $70,948 to $93,119. Please note that this salary range may encompass multiple levels, and the actual base salary will depend on various factors, including training, transferable skills, work experience, business needs, and market conditions. This salary range is subject to change and may be adjusted in the future.

Epson America, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified candidates 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.