Field Service Specialist (Remote)
Epson
- Boston, MA
- $68,896-91,977 per year
- Permanent
- Full-time
- 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
- Requires more than 50% travel, often on short notice (next business day service)
- Will support customers in Massachusetts 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