Philadelphia

Epson America, Inc.•New York, NY

7d•$75,275 - $94,099•Remote

About The Position

Epson is seeking a Field Service Specialist to provide hands-on support for the installation, maintenance, troubleshooting, and repair of their professional, commercial, and industrial printing products. This remote role requires working directly with customers to diagnose technical issues, minimize equipment downtime, optimize product performance, and provide necessary training and support. It is a customer-facing position for individuals who enjoy 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.

Requirements

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

Responsibilities

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

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

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