Technical Sales Support Specialist -BIJ

Long Description

At Epson, we believe in putting people first. We are convinced that when this happens, extraordinary things follow. We understand that success doesn’t happen on its own — it requires a solid, trustworthy team capable of delivering innovative solutions that create real value for our customers.

For this reason, we invite you to join our team as a Technical Sales Support Specialist.

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

• Provide on‑site and remote technical support for installation, repair, configuration, and customer training on commercial products.
• Execute, document, and properly close service activities, ensuring high levels of customer satisfaction and full traceability.
• Ensure compliance with defined SLAs for each business model, escalating deviations in a timely manner and supporting the correction of operational gaps.
• Support the commercial team with pre‑sales technical assistance, application testing, demonstrations, and technical validations.
• Identify early risks related to SLA non‑compliance or customer dissatisfaction, proposing improvement actions or escalating as needed.
• Use data‑driven tools to track cases, response times, repeat service events, and service quality.
• Develop and maintain technical documentation (installation guides, procedures, support materials).
• Train end users, CSAs, and partners, reinforcing best practices for use, maintenance, and support.
• Actively collaborate in continuous service improvement, providing operational feedback to internal areas.

Main Requirements

• Minimum 3 years of experience providing support for inkjet printers.
• Bachelor’s degree or equivalent experience.
• Proficiency in office tools, mainly intermediate Excel.
• Power BI desirable.
• Experience managing KPIs and training Authorized Service Centers.
• Experience managing parts list updates.
• Open  to travel.
• Intermediate English.