Product Support Specialist II

Epson America Inc.; Los Alamitos (CA); Hybrid; USD 73,000 - 92,000; Full time

Job summary

An established industry player is seeking a Product Support Specialist II to enhance their Advanced Product Support team. This role involves providing expert technical support for both hardware and software products, ensuring customer satisfaction while minimizing downtime. You'll engage in pre-launch testing and post-launch analysis, collaborating with various teams to drive continuous improvement. With a hybrid work model and a commitment to employee well-being through comprehensive benefits, this position offers a rewarding opportunity for those passionate about technology and customer service.

Benefits

Comprehensive medical, dental, vision coverage

Generous paid time off

401K plan with company matching

Educational reimbursement

Employee assistance program (EAP)

Adoption assistance

Employee discounts

Qualifications

• 5-8 years of experience in product support and hardware repair.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Provide advanced technical product support for pre-and post-launch activities.
• Analyze post-launch data to improve product quality and customer satisfaction.

Skills

Printer hardware repair

Verbal communication

Written communication

Problem solving

Analysis

RIP software

Adobe Photoshop

Adobe Illustrator

Education

Bachelor's degree or equivalent experience

Job description

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Epson, a global technology leader, is seeking a Product Support Specialist II to join their Advanced Product Support team. The Product Support Specialist II will be responsible for providing advanced technical product support for pre-and-post launch of new products, both hardware and software. Assigned product lines are BIJ (Desktop & Workforce Product Lines) and Colorworks product lines. Provide technical expertise on assigned product lines regarding serviceability, reliability, and usability, ensuring customer satisfaction is delivered and minimize the downtime the customer experiences. Supports pre and post launch activities and works to build positive business relationships with Epson customers. 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. Communicate with Seiko Epson Engineers in Japan to address customer and dealer escalations.

This position is based our of Epson America's headquarters in Los Alamitos, CA with an opportunity for a hybrid schedule.

Principal Accountabilities

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 to key stakeholders regarding product usability, reliability, and serviceability to ensure continuous improvement in current and future products.
• Reviews and corrects the parts price list (PPL) and develops parts consignment as required.
• Conducts software driver testing for various operating systems.
• Collaborates with other departments in the development of support resources.
• Creates launch summary report at product release.

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 cost
• Analyzes market quality data (e.g., sales, repairs, exchanges, parts used, and failure percentages), and Repair Depot data.
• 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 to key stakeholders 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 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 and/or SEC Engineers as appropriate

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)
  

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 annual base pay for this role is between USD $73,070and $91,353. 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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