Long Description

At Epson, we believe in putting people first. We are convinced that when this happens, extraordinary things follow. We understand that success doesn’t happen on its own — it requires a solid, trustworthy team capable of delivering innovative solutions that create real value for our customers.

For this reason, we invite you to join our team as a Technical Sales Support Specialist.

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

Provide on‑site and remote technical support for installation, repair, configuration, and customer training on commercial products.
Execute, document, and properly close service activities, ensuring high levels of customer satisfaction and full traceability.
Ensure compliance with defined SLAs for each business model, escalating deviations in a timely manner and supporting the correction of operational gaps.
Support the commercial team with pre‑sales technical assistance, application testing, demonstrations, and technical validations.
Identify early risks related to SLA non‑compliance or customer dissatisfaction, proposing improvement actions or escalating as needed.
Use data‑driven tools to track cases, response times, repeat service events, and service quality.
Develop and maintain technical documentation (installation guides, procedures, support materials).
Train end users, CSAs, and partners, reinforcing best practices for use, maintenance, and support.
Actively collaborate in continuous service improvement, providing operational feedback to internal areas.

Main Requirements

Minimum 3 years of experience providing support for inkjet printers.
Bachelor’s degree or equivalent experience.
Proficiency in office tools, mainly intermediate Excel.
Power BI desirable.
Experience managing KPIs and training Authorized Service Centers.
Experience managing parts list updates.
Open to travel.
Intermediate English.

Job Segment: Sales Support, Pre-Sales, Technical Support, Sales, Technology

Epson America, Inc

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