Technical Support Specialist (Level 2) (m/w/d)

Epson Europe B.V.; Düsseldorf; Híbrido; EUR 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

30 days annual leave

Hybrid working

Company pension plan

Accident insurance

Capital-forming benefits

Descripción de la vacante

Epson Europe B.V. in Düsseldorf seeks an experienced technical support professional to provide advanced troubleshooting for Epson printing technologies. You will assist end users, resellers and service partners with guidance and escalation as needed.

The role also includes creating maintenance and repair training content, delivering onsite and virtual training, and driving quality improvements by monitoring first-time fix and re-repair rates across channels.

Formación

• Strong technical hardware & software knowledge in printing technologies.
• Knowledge of major Operating System (OS) and Rasterize Image Processor (RIP) software plus applications for image & colour management.
• Knowledge of main networking technologies.
• Ability to deliver post sales training.
• Fluent in German and English, verbal and in writing (ability to write technical documents & reports).
• Experience working in IT industry in a technical support environment. Ideally within the print/imaging/display industries or general technology applications.
• Ideally educated to degree (or equivalent) level.

Responsabilidades

• Provide advanced technical problem solving to end users, resellers, service Partners and the (outsourced) Helpdesk.
• Escalate issues to 3rd level Technical Support team via the online tool as required.
• Create training course content for maintenance and repair on current and new products for service partners and service dealers. Deliver training courses on maintenance and repair of current and future products to service partners and service dealers, both onsite and virtual.
• Undertaking investigation of first time fix and re-repair rate with service partners and service dealers to ensure quality standards are maintained and improved, and customer satisfactions levels are achieved.
• Provide on site support with specific expertise to end users, resellers and service partners and service dealers, when appropriate.
• Monitor product failures to identify any ongoing problems that may require attention and provide feedback to the Manager Technical Support and 3rd level Technical Support teams.
• Where required, due to local business structure or needs, provide technical pre-sales support, which may also include supporting events and demonstrations.
• Participate in relevant internal technical community forums to share best practice and learn from counterparts across Europe.
• Support all technical enquiries that are raised to the team.

Conocimientos

Technical problem solving

OS & RIP knowledge

Networking technologies

Bilingual: German & English

Training delivery

Educación

Degree or equivalent

Herramientas

RIP software

Online escalation tools

Descripción del empleo

You will provide technical support for an agreed range of Epson products, ensuring effective troubleshooting and resolution of technical issues.

Support customers, service partners, and internal teams through technical guidance, training, and escalation management to improve product performance and customer satisfaction.

What will you do:

• Provide advanced technical problem solving to end users, resellers, service Partners and the (outsourced) Helpdesk.
• Escalate issues to 3rd level Technical Support team via the online tool as required.
• Create training course content for maintenance and repair on current and new products for service partners and service dealers. Deliver training courses on maintenance and repair of current and future products to service partners and service dealers, both onsite and virtual.
• Undertaking investigation of first time fix and re-repair rate with service partners and service dealers to ensure quality standards are maintained and improved, and customer satisfactions levels are achieved.
• Provide on site support with specific expertise to end users, resellers and service partners and service dealers, when appropriate.
• Monitor product failures to identify any ongoing problems that may require attention and provide feedback to the Manager Technical Support and 3rd level Technical Support teams.
• Where required, due to local business structure or needs, provide technical pre-sales support, which may also include supporting events and demonstrations.
• Participate in relevant internal technical community forums to share best practice and learn from counterparts across Europe.
• Support all technical enquiries that are raised to the team.

What we ask for:

• Strong technical hardware & software knowledge in printing technologies.
• Knowledge of major Operating System (OS) and Rasterize Image Processor (RIP) software plus applications for image & colour management.
• Knowledge of main networking technologies.
• Ability to deliver post sales training.
• Fluent in German and English, verbal and in writing (ability to write technical documents & reports).
• Experience working in IT industry in a technical support environment. Ideally within the print/imaging/display industries or general technology applications.
• Ideally educated to degree (or equivalent) level.

We are keen to hear from you even if you don’t match all listed requirements, but you identify with our brand and passion for innovation.

What we offer:

Benefits

You’ll have access to a selection of flexible benefits, including 30 days of annual leave, hybrid working, company pension plan, accident insurance, capital-forming benefits, and much more.

We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.

Our commitment to the environment

We all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society.

Our people

We believe a healthy culture, strong values, teamwork, and contribution from a diverse range of individuals will help us to strive for excellence.

Our brand

Ranked by Clarivate Analytics as a Top 100 Global Innovator brand for the last seven years running.

Epson is an equal opportunity employer. We celebrate diversity and are dedicated to fostering an inclusive environment for all employees. We actively encourage applications from individuals of all protected characteristics and are committed to providing any necessary accommodations during the application and assessment process, as well as upon joining our team.

If you require additional assistance for your application or wheelchair access to our facilities, please email [e-mail]. A member of our team will be happy to assist you.