Field Service Specialist - Remote Oklahoma

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 Oklahoma City 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 performance
Document and submit service/repair activity
Return parts to warehouse as necessary
Inform 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 Oklahoma City 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