Specialist, Field Service

We are seeking a highly customer-focused and solution-oriented Senior Technical Support Specialist to join our Service & Support team.

This position will be responsible for providing specialized technical support for Professional Projection, EcoTank, and ColorWorks products, delivering second-level technical assistance to the network of Authorized Service Centers, customers, and internal stakeholders. The role will also participate in advanced diagnostics, maintenance activities, field repairs, escalation management, and coordination with the regional Advanced Product Support (APS) team.

The successful candidate will work closely with customers, service centers, distributors, and internal teams to ensure compliance with Service Level Agreements (SLAs), maximize customer satisfaction, and maintain the optimal performance of Epson products.

This is an excellent opportunity to develop in a dynamic environment and collaborate with industry-leading printing and projection technologies.

Long Description

Principal Accountabilities
In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:

• Provide specialized second-level technical support to the network of Authorized Service Centers for Professional Projection, EcoTank, and ColorWorks products.
• Diagnose, analyze, and resolve complex hardware, software, firmware, connectivity, and equipment configuration issues.
• Conduct root cause analysis and technical investigations to identify effective and sustainable solutions.
• Prepare technical reports and case documentation for the regional Advanced Product Support (APS) team.
• Manage assigned cases while ensuring compliance with established SLAs and service objectives.
• Handle and manage technical escalations from customers, ensuring timely resolution and effective communication.
• Perform preventive and corrective maintenance on equipment installed at customer sites and service centers.
• Conduct technical field visits for equipment diagnosis, repair, validation, and commissioning.
• Assist with and supervise complex field repairs when required.
• Collect technical information, records, evidence, and results requested by regional advanced support teams.
• Deliver technical training and provide guidance to authorized service centers, distributors, and internal personnel.
• Develop and maintain technical procedures, service bulletins, troubleshooting guides, and knowledge base documentation.
• Coordinate technical activities with customers, service centers, distributors, suppliers, and internal teams to ensure proper incident resolution.
• Accurately document technical interventions, repairs performed, parts utilization, and outcomes achieved.
• Participate in pre-sales and post-sales activities, including product demonstrations, technical validations, and functional testing when required.
• Maintain high levels of customer satisfaction through professional service, effective communication, and a strong problem-solving approach.

Principal Requirements 

• Technical degree or completion of an undergraduate program in Electronics, Electrical Technology, or a related field.
• More than 3 years of experience in diagnosing, repairing, and maintaining technology equipment.
• Experience with professional video projectors, high-brightness laser equipment, and inkjet printers (ideally EcoTank and/or ColorWorks).
• Strong knowledge of electronics, electrical systems, connectivity, and basic networking.
• Experience in customer support, field service, and technical report preparation.
• Intermediate English proficiency to interpret technical documentation and collaborate with regional teams.
• Availability to travel domestically and occasionally internationally.