Supervisor, Field Service

Epson is a global technology company at the forefront of technological revolutions in imaging, robotics, precision machinery and electronics.

The Supervisor Field Service is responsible for delivering installation and service and support for Industrial and Professional Imaging business organizations. Support the implementation of the service and support for the region including product installation, end-user training, workflow development and training, maintenance, and support.

This position can be 100% remote. Preferably located near Epson America's headquarters in Los Alamitos, CA.

Principal Accountabilities

In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:

• Monitors service events and field technician activities to ensure proper procedures are followed, monitors status, and reports on daily, weekly and monthly field service activity while optimizing customer service levels.

• Ensures dispatches are sent to qualified, available techs ensuring a cost effective and balance work schedule.

• Resolves and escalates customer and field technician and product related issues/escalations and report to management as appropriate

• Analyzes data (KPI) and creates reports on daily and monthly service metrics to identify department productivity and activity trends; makes modifications and/or recommendations to management based on analysis

• Facilitate support to assist Field Technicians to make timely repairs and quickly return equipment to production status, either by telephone and/or on-site repair activities and travel to customer sites as requested by Service Management

• Establishes defined installation processes/checklists and any other supporting items that will enable the field service team to schedule and perform successful system installations

• Develops and trains internal teams on operator, production, and maintenance procedures

• Facilitates installation training to dealers and partners as defined by service and product management

• Makes recommendations for improved equipment performance

• Prepares ad-hoc reporting and analysis as requested by management

• Pre- and Post-Launch Product Support

• Participates in new product development, and beta review of key customer accounts

• Participates in internal and external training of applicable products provided by Japan and product management

• Provides post-sales expert technical support for the hardware installation and workflow activities assigned to field service team members

• Ensures optimum equipment performance, minimizing product downtime to ensure high customer satisfaction

• Interfaces with Seiko Epson Corporation regarding product workflow usability and reliability to ensure continuous improvement in current and future industrial products

• Gathers and analyzes pre- and post-launch technical product data to ensure product improvement of current and existing product and minimize overall customer service costs

• Researches and tests accuracy of technical bulletins, Epson Rips, firmware, drivers, and other updates

Required Skills and Experience

• 5-8 years experience in advanced product support, preferably in the printing industry managing and supporting commercial and industrial printing products

• Completion of an undergraduate program or equivalent experience (B.A. or B.S.)

• 1-3 years supervisory experience

• Some travel required

The starting annual base pay for this role is between USD $97,313 and $133,807. 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/ Affirmative Action 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.

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