Senior Product Support Specialist

At Epson exceptional starts with a great team. When you put people first, exceptional things happen. We invest in our employees' success through mentorship, career-long coaching, rewards, recognition and compensation. This support is one way we inspire employees to build long-lasting careers at Epson.

Epson looking for a Senior Product Support Specialist to join our Advanced Product Support team.

The Senior Product Support Specialist is responsible for providing technical expertise on assigned Epson product lines regarding serviceability, reliability, and usability, serving as primary writer for technical documentation projects for end-user customers, resellers, and service providers regarding support and maintenance of the Epson products, supporting the service product launch process by testing hardware, software, and drivers, and providing support training for call center staff. Leading small teams in project management and ad-hoc project completion in support of pre and post launch activities.

This position is hybrid and based out of 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:

Pre and Post-Launch Advanced Product Support

• Provides expert hardware, configuration, software, networking and programming support via telephone, email and on-site at defined level on assigned products.
• Serves as a technical subject matter expert 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 and guide others in developing skills in this area.
• Serve as the primary developer and creator of advanced technical support documentation and service training guides.
• Serve as primary trainer for service support and hardware repair training for call center staff and service partners and depot repair staff.
• Proficient in project management with the ability to run a project with minimal supervision and guide other team members.
• Manage the escalation process and provide support to other team members on challenging escalations
• Support and guide other team members on quality issues and rework projects.
• Assist APS staff members develop networking and programming skills.
• Creates and leads Launch Summary report at product launch.
• Reviews, 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 generate, develop and analyze ad-hoc repair and call analysis reports.
• Proficient in the use of Epson Logistic Support Systems and ability to generate key reports.

Required Skills:

• Minimum 5-8 years' experience
• Printer hardware repair experience required
• 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
• Have basic-mid level experience in (RIP, Adobe Photoshop, Adobe Illustrator, etc)

The starting annual base pay for this role is between USD $85,915 and $112,764. 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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