Job Description & How to Apply Below
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 Vancouver 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 elevate 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
What You Will Bring
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 Vancouver metropolitan area and be able to support customers throughout the region and other locations as business needs require
External
Job Description Responsible for: advanced commissioning, maintaining, repairing, and troubleshooting complex equipment and integrated systems to ensure optimal performance, reliability, and customer satisfaction.
Collaborates with/Key Customers include:
Marketing
Customers
Authorized Service Centers (ASC)
Reports to:
Service & Support Manager
Travel All Travel - Up to 50%
Job Segment: Field Service, Technical Support, Maintenance, Manufacturing, Technology, Customer Service
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