Product Support Specialist II- Large Format Printers

Product Support Specialist II- Large Format Printers

Location : Los Alamitos, CA, US

Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below.

Requisition ID : 4496

Company : Epson America, Inc

The Product Support Specialist II Large Format Printers will be actively involved in the support and launching of Large Format Printers, creating and delivering field service technical training documents and materials.

This position will provide an opportunity for continuous learning as well as enhancement of technical knowledge and development of service deliverables for new types of cutting edge Large Format Printers.

Responsible for :

• Providing technical support for Professional Imaging products (workflow, utilities, RIPs, color management, hardware and break / fix)
• Serve as primary writer for technical documentation (RIPs, utilities, firmware, color management, hardware and break / fix)
• Support the launch process for new products (Driver testing, hardware testing, stakeholder training, curriculum development, and parts planning)
• Project management (product re-works, inventory sorts, parts collection, reporting)

Pre-Launch Advanced Product Support

• Conducts serviceability testing including the assembly and disassembly of product to determine safety, degree of difficulty and time required for repair
• Collaborates with Supervisor on providing feedback regarding product usability, reliability, and serviceability to ensure continuous improvement in current and future products
• Reviews and edits parts price lists
• Conducts software driver testing for Windows & Mac operating systems
• Collaborates with Service Training in the development of technical training CDs
• Creates Launch Summary report at product launch
• Creates and modifies web-based Frequently Asked Questions for each product launch

Post-Launch Advanced Product Support

• Gathers and analyzes post-launch technical product data to ensure product improvement of current and existing product and minimize overall customer service costs
• Analyzes monthly calls and creates monthly reporting
• Creates Product Roundtable report for each product launch
• Creates monthly Quality Assurance report
• Researches and prepares written technical bulletins, firmware, drivers, and other updates
• Collaborates with third party vendors staff on repair issues and implements new techniques and processes
• Collaborates with Supervisor on providing feedback regarding product usability, reliability, and serviceability to ensure continuous improvement in current and future products
• Collaborates with Supervisor on providing feedback to Product Management regarding customer issues and resolution to improve customer support and satisfaction
• Represents Epson America through professional verbal and written communications.
• Responds to dealer / service support requests during assigned daily telephone support schedule
• Responds to escalated customer issues from key customers
• Escalates product and repair related customer issues to supervisor as appropriate

Required Skills :

• Minimum 5-8 years’ experience
• Completion of an undergraduate degree or equivalent experience
• Strong verbal and written communication skills
• Color management experience (ICC Profile)
• Printer software experience (RIP, Drivers, Adobe Photoshop, Adobe Illustrator, etc)
• Printer hardware repair experience (inkjet preferred)
• Strong analysis and problem solving experience

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.

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