Field Service Specialist - Remote Tulsa

Epson America, Inc. • Tulsa, OK

20h • $64,896 - $85,176 • Remote

About The Position

Epson is seeking a customer-facing Field Service Specialist to provide hands-on technical support for professional, commercial, and industrial printing products. The specialist installs, maintains, troubleshoots, and repairs equipment; diagnoses complex technical issues; helps minimize downtime and optimize performance; and trains and supports customers. The position is remote and must be based in Northwest Arkansas (Rogers-Bentonville) or the Tulsa, Oklahoma metropolitan area. It involves significant travel to customer locations throughout the surrounding region and elsewhere as business needs require.

Requirements

• 5–8 years of experience providing advanced technical or field service support for commercial and industrial printing equipment or similar complex electromechanical products.
• Experience with field-based/on-site troubleshooting, repair, installation, and customer support.
• Strong electromechanical troubleshooting skills and 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, including the ability to explain technical information clearly.
• Ability to work independently in the field, prioritize service needs, and manage changing customer requirements.
• Strong problem-solving skills and 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 on short notice to support next-business-day service requirements.
• Residence in Northwest Arkansas (Rogers-Bentonville) or the Tulsa, Oklahoma metropolitan area, with ability to support customers in the surrounding region and other locations as business needs require.

Responsibilities

• Diagnose product failures and perform on-site and remote repairs to return customer equipment to production.
• Troubleshoot hardware, software, networking, configuration, and equipment performance issues.
• Install Epson products and train customers on equipment operation, production, and maintenance.
• Recommend solutions to improve equipment performance and the 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 developing installation, service, and support documentation.
• Provide technical support by 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
• Paid sick time, vacation, and holidays
• Company-paid life insurance and short-term and long-term disability programs
• 401K plan with company matching
• Educational reimbursement
• Employee assistance program (EAP)
• Adoption assistance
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree