[Hiring] Field Service Specialist @Epson America, Inc.

Role Description

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. 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 must be based in the Greater Atlanta area, with significant travel to customer locations.

• 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

Qualifications

• 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 Greater Atlanta area and be able to support customers throughout Georgia and other locations as business needs require.

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