Field Service Specialist - Remote Seattle

Epson America Inc.; Seattle (WA); Remote; USD 50,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid time off

401K with company match

Educational reimbursement

Employee discounts

Employee discounts

Job summary

Epson America, Inc. is seeking a Field Service Specialist to provide hands-on installation, maintenance, troubleshooting, and repair for our professional printing products.

This remote Seattle-area role requires strong field-based support and customer training while traveling to customer sites as needed. You will diagnose complex electromechanical issues, perform on-site and remote repairs, and document service activities.

Qualifications

• 5-8 years of field service experience for complex electromechanical equipment.
• On-site and remote troubleshooting, repair, installation, and customer support experience.
• Proficiency with RIP software, color management, and ICC profiles.

Responsibilities

• Diagnose product failures and perform on-site and remote repairs.
• Troubleshoot hardware, software, networking, configuration, and equipment issues.
• Install Epson products and conduct customer training on operation and maintenance.
• Document service activities and maintain accurate technical records.
• Provide technical support to customers via phone, email, chat and on-site.
• Provide technical support to customers via phone, email, chat, and on-site service
• Travel to customer locations and support next-business-day service requirements

Skills

Field service experience

On-site troubleshooting

Customer communication

Travel >50%

Independent work in field

Problem solving

Documentation & record keeping

Independent work

Travel >50%

Networking issues

Education

Two-year technical program

Tools

RIP software

ICC color profiles

Job description

Field Service Specialist - Remote Seattle

Location: Seattle, WA, US

Requisition ID: 10542

Company: Epson America, Inc

Epson is a global technology leader committed to delivering innovative, high-performance solutions designed to meet the evolving needs of our customers. Our Professional Imaging, Commercial, and Industrial Printing solutions help businesses produce exceptional results, and our Field Service team plays a critical role in keeping those solutions performing at their best.

As a Field Service Specialist, you will be a trusted technical resource for Epson customers, providing hands-on support for the installation, maintenance, troubleshooting, and repair of our professional, commercial, and industrial printing products. You will work directly with customers to diagnose complex technical issues, minimize equipment downtime, optimize product performance, and provide the training and support they need to get the most from their Epson technology.

This is a highly customer-facing role for someone who enjoys solving technical challenges, working independently in the field, and building strong customer relationships. The position is remote and must be based in the Seattlearea, with significant travel to customer locations.

What You Will Do

• Diagnose product failures and perform on-site and remote repairs to quickly return customer equipment to production
• Troubleshoot hardware, software, networking, configuration, and equipment performance issues
• Install Epson products and conduct customer training on equipment operation, production, and maintenance
• Recommend solutions to improve equipment performance and the overall customer experience
• Apply knowledge of electromechanical systems, printing and color theory, RIP software, and ICC profiles to troubleshoot and resolve equipment issues
• Perform customer site evaluations and support product installations
• Provide technical and service training to service providers and other partners as assigned
• Identify potential customer concerns and resolve or elevate issues as appropriate
• Document service and repair activities and maintain accurate technical records
• Support pre- and post-launch activities for assigned products, including development of installation, service, and support documentation
• Provide technical support to customers through phone, email, chat, and on-site service
• Support special technical projects and initiatives as assigned by Service management

External Job Description

What You Will Bring

• 5-8 years of experience providing advanced technical or field service support for commercial and industrial printing equipment or similar complex electromechanical products
• Field-based/on-site troubleshooting, repair, installation, and customer support experience
• Strong electromechanical troubleshooting skills and the ability to diagnose hardware and software issues
• Experience with RIP software, color management, and ICC profiles
• Ability to troubleshoot computer hardware, software, configuration, and networking issues
• Ability to read and interpret technical documentation, product specifications, and service manuals
• Strong customer service and communication skills with the ability to explain technical information clearly
• Ability to work independently in the field, prioritize service needs, and effectively manage changing customer requirements
• Strong problem-solving skills with a focus on minimizing customer downtime and delivering a high-quality service experience
• Ability to organize, document, and communicate technical findings and service activity
• Completion of a two-year program at a community college, technical school, or commercial school, or equivalent education and experience
• Ability to travel more than 50%, including travel on short notice to support next-business-day service requirements
• Must reside in the Seattlearea and be able to support customers throughout Northwest Washington and other locations as business needs require.

Employee Benefits

In addition to joining a team of dedicated professionals who support each other and are passionate about their work, you'll also enjoy a variety of attractive, industry-leading benefits.

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more

The starting hourly pay for this role is between USD $36.19 and $45.24/hr. 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/ Affinitial 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.