Product Service and Support Specialist II

The Product Service & Support Specialist II will be responsible for providing support on Label Printers (ColorWorks), Epson UV Flatbed, Commercial products regarding repair, usability, serviceability, installation, training and configuration to ensure a very high level of customer satisfaction. Ensures 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. It will be a hybrid role where you will both work at headquarters and work remotely at clients’ sites.

As a Product Support Specialist II, you will be responsible for:

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
• Performs product installations and conducts 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 repair of equipment malfunctions.
• Identifies potential customer dissatisfaction issues and resolves or escalates as necessary.
• Performs special research/projects as requested by Service management.

Required Skills:

• Requires travel, often on short notice (next business day service)
• Provide service training to 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)