Supervisor, Product Service and Support
Epson - Long Beach, CA

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Responsible for delivering service and support for Epson America Inc. (EAI) Commercial & Industrial (C&I) and Professional Imaging business organizations.

Product Launch:
  • Identify and address product related service and support issues to ensure reliable, high quality technical service and support for Epson's C&I and Professional Imaging product lines on a regional basis
  • Oversee the service and support for commercial customers, manage the installation process, including pre-installation surveys, hardware installation and customer training
  • Oversee all customer facing pre and post installation activities
  • Oversee the analysis of monthly field service data and post-launch technical product data to ensure improvement of current and future products; provided analysis and feedback to Seiko Epson Corporation (SEC)
  • Communicate findings regarding product usability, reliability and serviceability to Business Development and Marketing, EAI Senior Management and SEC
  • Proactively make recommendations based on analysis of data for increasing product uptime, reduce service/support costs, etc. at launch

    Training, Field Service and Sales Support:
  • Collaborate with SEC, Product Marketing and Advance Product Support (APS) management to assess the training needs of Epson Authorized Service Vendors and C&I customers
  • Partner with the SEC QA/Service team to become an expert on product field service requirements
  • Collaborate with APS management to develop and improve curriculum for new and existing products
  • Pro-actively update installation, service and training manuals, course materials and tools to reflect findings and new learning; deliver service training for identified customers
  • For C&I products; oversee providing technical support and guidance to sales representative and participate in sales calls and visits as necessary

  • Associates degree in Electronics or Electrical Engineering program; BS Degree is preferred
  • 8+ years of experience in Service and Support with emphasis on hardware repair
  • Knowledge of technical writing processes required
  • Extensive knowledge of highly technical large format printers and compatible software RIP products
  • Highly motivated with excellent written & oral skills; capable of developing training curriculum and producing highly technical comprehensive clear documentation
  • Possess strong organizational skills; and have the ability to work in a fast-paced, team environment
  • Strong customer focus including satisfying internal and external customer demands and needs in a timely manner
  • Leadership and supervisory experience is a plus
  • Ability to travel up to 25% of time (domestically and internationally)

    Epson America, Inc. is an Equal Opportunity Employer