Field Service Specialist - Remote NY/NJ/Philadelphia
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AI Summary
Epson is a global technology leader committed to delivering innovative, high-performance solutions designed to meet the evolving needs of our customers. Our Professional Imaging, Commercial, and Industrial Printing solutions help businesses produce exceptional results, and our Field Service team plays a critical role in keeping those solutions performing at their best.
As a Field Service Specialist, you will be a trusted technical resource for Epson customers, providing hands-on support for the installation, maintenance, troubleshooting, and repair of our professional, commercial, and industrial printing products. You will work directly with customers to diagnose complex technical issues, minimize equipment downtime, optimize product performance, and provide the training and support they need to get the most from their Epson technology.
This is a highly customer-facing role for someone who enjoys solving technical challenges, working independently in the field, and building strong customer relationships. The position is remote and may be based in the New York, New Jersey, or Philadelphia metropolitan area, with significant travel to customer locations.
What You Will Do
- Diagnose product failures and perform on-site and remote repairs to quickly return customer equipment to production
- Troubleshoot hardware, software, networking, configuration, and equipment performance issues
- Install Epson products and conduct customer training on equipment operation, production, and maintenance
- Recommend solutions to improve equipment performance and the overall customer experience
- Apply knowledge of electromechanical systems, printing and color theory, RIP software, and ICC profiles to troubleshoot and resolve equipment issues
- Perform customer site evaluations and support product installations
- Provide technical and service training to service providers and other partners as assigned
- Identify potential customer concerns and resolve or escalate issues as appropriate
- Document service and repair activities and maintain accurate technical records
- Support pre- and post-launch activities for assigned products, including development of installation, service, and support documentation
- Provide technical support to customers through phone, email, chat, and on-site service
- Support special technical projects and initiatives as assigned by Service management
What You Will Bring
- 5–8 years of experience providing advanced technical or field service support for commercial and industrial printing equipment or similar complex electromechanical products
- Field-based/on-site troubleshooting, repair, installation, and customer support experience
- Strong electromechanical troubleshooting skills and the ability to diagnose hardware and software issues
- Experience with RIP software, color management, and ICC profiles
- Ability to troubleshoot computer hardware, software, configuration, and networking issues
- Ability to read and interpret technical documentation, product specifications, and service manuals
- Strong customer service and communication skills with the ability to explain technical information clearly
- Ability to work independently in the field, prioritize service needs, and effectively manage changing customer requirements
- Strong problem-solving skills with a focus on minimizing customer downtime and delivering a high-quality service experience
- Ability to organize, document, and communicate technical findings and service activity
- Completion of a two-year program at a community college, technical school, or commercial school, or equivalent education and experience
- Ability to travel more than 50%, including travel on short notice to support next-business-day service requirements
- Must reside in the New York, New Jersey, or Philadelphia metropolitan area and be able to support customers throughout the region and other locations as business needs require
Employee Benefits
In addition to joining a team of dedicated professionals who support each other and are passionate about their work, you’ll also enjoy a variety of attractive, industry-leading 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
- Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more!
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). Please note that this position’s salary range may include multiple levels. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.
Epson America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local laws.
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