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Product Support Specialist II


Long Beach, CA, US

Requisition ID:  3060
Company:  Epson America, Inc
External Job Description

Responsible for providing technical expertise on assigned product lines regarding serviceability, reliability, and usability for various operating systems and drivers as well as sample code or programming assistance in the installation and configuration of System Device products.  Support the service product launch process by testing workflow interaction with hardware and drivers and provide support training for call center staff.  Project management and ad-hoc project completion in support of pre and post launch activities.


Principal Accountabilities

  • In addition to the following Epson's policies and procedures, principle accountabilities include, but are not limited to:
  • Ensure reliable and timely responses to our BIJ/Colorworks customers
  • Provide detailed reports to SEC by studying the Epson Remote Monitoring data and product trend.
  • Involved in the post launch support of the Epson’s BIJ/Colorworks products.
  • Develop Pre and Post launch related technical support training, Technical Bulletins & Training Videos.
  • Work effectively with Product Marketing team, Sales team and SEC during the pre-launch process.
  • Analyze failure data, identify product issues and work with SEC towards increasing product reliability.
  • Review repair and field trend data to identify top product issues and resolutions.
  • Provides advanced hardware, configuration, software and basic network support via telephone, email and on-site at defined level on assigned products.
  • Become the technical subject matter expert at assigned level on assigned products throughout pre and post launch processes. 
  • Analyze, evaluate and escalate issues as required to SEC and EAI's internal and external teams.
  • Deliver service support and hardware repair training for call center staff and service partners. 
  • Basic project management skills are required to run a project with minimal supervision.
  • Facilitate and independently handle the escalation process for assigned product lines. 
  • Coordinate and support quality issues and rework projects. 
  • Creates Launch Summary Report at product launch.
  • Creates and modifies web-based Frequently Asked Questions for each product launch
  • Represents EAI through professional verbal and written communications and pro-actively responds to all customer escalations and requests on assigned products. 
  • Expert in Epson CRM systems - ability to create ad-hoc repair and call analysis reports. 
  • Proficient in the use of Epson Logistic Support Systems.


Required Skills:

  • Minimum 5-8 years experience
  • Completion of an undergraduate program or equivalent experience (B.A. or B.S.)
  • Strong verbal and written communication skills
  • Strong analysis and problem solving experience
  • Printer software experience required (RIP, Drivers, Adobe Photoshop, Adobe Illustrator, etc)
  • Printer hardware repair experience required

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, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local law.