Field Service Specialist - Remote Oklahoma

About the role

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.

Responsibilities

• 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
• Assist with the creation of Installation, Service, and Support documentation
• Perform phone, email, and chat duties as assigned by management
• Perform customer site evaluations and product installations

Requirements

• Requires more than 50% travel, often on short notice (next business day service)
• Support customers in the Austin and San Antonio 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

Skills

• Electromechanical, printing and color theory
• Knowledge of RIPs and ICC Profiles
• Installation, troubleshooting, and repair of equipment malfunctions

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
• Employee assistant program (EAP), adoption assistance, employee discounts and much more!

Pay

The starting hourly base pay for this role is between USD $36.19 and $45.24 (equivalent to $75,275 to $94,099 per year based on 2,080 hours).

Schedule

The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.