Field Service Specialist - Remote Detroit

The Field Service Specialist is responsible for providing support on Epson 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 location for the role will be remote from the Detroit area.

What you will be doing:

• Analyze product failures and make repairs to quickly return equipment to production status either by telephone and/or on-site repair activities
• Make recommendations for improved equipment performanceDocument and submit service/repair activity
• Return parts to warehouse as necessaryInform customers of equipment supply items (ink, etc.) which require replenishment
• Perform research and assigned special projects by Management
• Perform product installations and conduct operator equipment production and maintenance training
• Deliver service training to service vendors and partners as assigned by management
• Apply electromechanical, printing and color theory, including knowledge of RIPs and the ability to create ICC Profiles with the installation, troubleshooting, and repair of equipment malfunctions
• Identify potential customer dissatisfaction issues and resolve or escalate as necessary
• Perform special research/projects as requested by Service management

Pre and Post Launch Activity:

• Assist with the creation of Installation, Service, and Support documentation
• Provide 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
• Perform customer site evaluations and product installations

Requirements, Skills & Experience:

• Requires more than 50% travel, often on short notice (next business day service)
• Support customers in the Detroit area 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

Employee Benefits

In addition to joining a team of dedicated professionals who support each other and are passionate about their work, you’ll also enjoy a variety of attractive, industry-leading benefits.

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more!

The starting annual base pay for this role is between USD $73,091 and $95,943. 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 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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