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