Epson is a global technology company at the forefront of technological revolutions in imaging, robotics, precision machinery and electronics.

The Supervisor Field Service is responsible for delivering installation and service and support for Industrial and Professional Imaging business organizations. Support the implementation of the service and support for the region including product installation, end-user training, workow development and training, maintenance, and support.

This position can be 100% remote. Preferably located near 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:

• Monitors service events and eld technician activities to ensure proper procedures are followed, monitors status, and reports on daily, weekly and monthly field service activity while optimizing customer service levels.
• Ensures dispatches are sent to qualied, available techs ensuring a cost eective and balance work schedule.
• Resolves and escalates customer and eld technician and product related issues/escalations and report to management as appropriate
• Analyzes data (KPI) and creates reports on daily and monthly service metrics to identify department productivity and activity trends; makes modications and/or recommendations to management based on analysis
• Facilitate support to assist Field Technicians to make timely repairs and quickly return equipment to production status, either by telephone and/or on-site repair activities and travel to customer sites as requested by Service Management
• Establishes dened installation processes/checklists and any other supporting items that will enable the eld service team to schedule and perform successful system installations
• Develops and trains internal teams on operator, production, and maintenance procedures
• Facilitates installation training to dealers and partners as dened by service and product management
• Makes recommendations for improved equipment performance
• Prepares ad-hoc reporting and analysis as requested by management
• Pre- and Post-Launch Product Support
• Participates in new product development, and beta review of key customer accounts
• Participates in internal and external training of applicable products provided by Japan and product management
• Provides post-sales expert technical support for the hardware installation and workow activities assigned to eld service team members
• Ensures optimum equipment performance, minimizing product downtime to ensure high customer satisfaction
• Interfaces with Seiko Epson Corporation regarding product workow usability and reliability to ensure continuous improvement in current and future industrial products
• Gathers and analyzes pre- and post-launch technical product data to ensure product improvement of current and existing product and minimize overall customer service costs
• Researches and tests accuracy of technical bulletins, Epson Rips, rmware, drivers, and other updates

Required Skills and Experience

• 5-8 years experience in advanced product support, preferably in the printing industry managing and supporting commercial and industrial printing products
• Completion of an undergraduate program or equivalent experience (B.A. or B.S.)
• 1-3 years supervisory experience
• Some travel required