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
