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Job description
Field Service Specialist - Remote AtlantaLocation: Atlanta, GA, US Requisition ID: 10551 Company: Epson America, IncEpson 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 must be based in the Greater Atlanta area, with significant travel to customer locations.What You Will DoDiagnose product failures and perform on-site and remote repairs to quickly return customer equipment to productionTroubleshoot hardware, software, networking, configuration, and equipment performance issuesInstall Epson products and conduct customer training on equipment operation, production, and maintenanceRecommend solutions to improve equipment performance and the overall customer experienceApply knowledge of electromechanical systems, printing and color theory, RIP software, and ICC profiles to troubleshoot and resolve equipment issuesPerform customer site evaluations and support product installationsProvide technical and service training to service providers and other partners as assignedIdentify potential customer concerns and resolve or escalate issues as appropriateDocument service and repair activities and maintain accurate technical recordsSupport pre- and post-launch activities for assigned products, including development of installation, service, and support documentationProvide technical support to customers through phone, email, chat, and on-site serviceSupport special technical projects and initiatives as assigned by Service managementWhat You Will Bring5–8 years of experience providing advanced technical or field service support for commercial and industrial printing equipment or similar complex electromechanical productsField-based/on-site troubleshooting, repair, installation, and customer support experienceStrong electromechanical troubleshooting skills and the ability to diagnose hardware and software issuesExperience with RIP software, color management, and ICC profilesAbility to troubleshoot computer hardware, software, configuration, and networking issuesAbility to read and interpret technical documentation, product specifications, and service manualsStrong customer service and communication skills with the ability to explain technical information clearlyAbility to work independently in the field, prioritize service needs, and effectively manage changing customer requirementsStrong problem-solving skills with a focus on minimizing customer downtime and delivering a high-quality service experienceAbility to organize, document, and communicate technical findings and service activityCompletion of a two-year program at a community college, technical school, or commercial school, or equivalent education and experienceAbility to travel more than 50%, including travel on short notice to support next-business-day service requirementsMust reside in the Greater Atlanta area and be able to support customers throughout Georgia and other locations as business needs require.Employee BenefitsIn 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 dateGenerous paid time off, including sick time, vacation, and holidaysIncome protection plans, including life insurance and short-term and long-term disability programs paid by the company401K plan with company matchingEducational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much moreThe 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.
Worksite address
atlanta, GA, 30301, US
Who can apply
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