Product Service Support - Wide Format Printers
Epson
- Los Alamitos, CA
- $70,948-93,126 per year
- Permanent
- Full-time
- 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, email, 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
- Assist with product installations and 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 assist with the repair of equipment malfunctions.
- Identifies potential customer dissatisfaction issues and resolves or escalates as necessary.
- Performs special research/projects as requested by Service management.
- Prior Large Format Printer repair experience
- Assist with the training of dealers and other service partners
- Minimum 5-8 years' experience
- Printer hardware repair experience required
- Completion of Electronics 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)