Technical Support Specialist Level II
Based in Dubai, Middle East
Epson is a global imaging and innovation leader that operates at the cutting edge of technology development. We are dedicated to exceeding the vision of customers worldwide through the creation of ground-breaking, high-precision and energy-saving technologies. From printers and 3LCD projectors, to wearable GPS/activity monitors and augmented reality smart glasses, Epson offers an extensive array of award-winning products to customers across the world.
Rapidly expanding within the Middle East, Epson are seeking an experienced The Technical Support Specialist to join our team. The Technical Support Specialist provides technical support and training to all departments for an agreed range of Epson products including installation, troubleshooting, problem resolution, customer escalations and advice to customers to improve product performance and customer satisfaction; including Services & Software Solutions.
Where required due to local business structure or needs, provide some pre sales support.
Key Responsibilities:
•Provide advanced technical problem solving to end users, resellers, service Partners and the (outsourced) Helpdesk
•Escalate issues to 3rd level Technical Support team, as required
•Create training course content for maintenance and repair on current and new products for service partners. Deliver training courses on maintenance and repair of current and future products to service partners
•Undertake investigations with service partners and dealers to ensure quality standards are maintained and improved
•Provide on-site support with specific expertise to end users, resellers and service partners, when appropriate
•Monitor product failures to identify any on-going problems that may require attention and provide feedback to the Manager Technical Support and 3rd level Technical Support teams
•Where required, due to local business structure or needs, provide technical pre-sales support, which may also include supporting events and demonstration
•Attend manufacturer training for new products.
•Benchmark product performance against the European standard or target
•Participate in the product launch team and present proposals regarding service concepts, spare inventory and training needs.
•Monitor customer satisfaction and provide actions to improve results.
•Review warranty claims related to the product of expertise and provide feedback to service management on product performance and partner claiming behaviours.
Key Skills and experience:
•Outline the educational requirements of the job and any required professional qualifications.
•Strong technical hardware & software knowledge in printing technologies
•Knowledge of major Operating System (OS) and Rasterize Image Processor (RIP) software plus applications for image & colour management
•Knowledge of main networking technologies
•Ability to deliver post sales training
•Fluent in local language and English, verbal and in writing (ability to write technical documents & reports)
•Experience working in IT industry in a technical support environment. Ideally within the print/imaging/display industries or general technology applications. Field experience in office automation and B2B service processes & requirements are highly recommended.
•Ideally educated to degree (or equivalent) level
Epson makes products and delivers solutions for a wide range of customers and we are committed to having a diverse workforce. Our Career path offers a competitive salary with an outstanding suite of benefits. Colleagues based in all Offices feel valued as part of our Global Community. We are going through an exciting period of growth and looking for people that have the spirit to seize new opportunities and drive growth.
Apply to Job
Epson is a global imaging and innovation leader that operates at the cutting edge of technology development. We are dedicated to exceeding the vision of customers worldwide through the creation of ground-breaking, high-precision and energy-saving technologies. From printers and 3LCD projectors, to wearable GPS/activity monitors and augmented reality smart glasses, Epson offers an extensive array of award-winning products to customers across the world.
Rapidly expanding within the Middle East, Epson are seeking an experienced The Technical Support Specialist to join our team. The Technical Support Specialist provides technical support and training to all departments for an agreed range of Epson products including installation, troubleshooting, problem resolution, customer escalations and advice to customers to improve product performance and customer satisfaction; including Services & Software Solutions.
Where required due to local business structure or needs, provide some pre sales support.
Key Responsibilities:
•Provide advanced technical problem solving to end users, resellers, service Partners and the (outsourced) Helpdesk
•Escalate issues to 3rd level Technical Support team, as required
•Create training course content for maintenance and repair on current and new products for service partners. Deliver training courses on maintenance and repair of current and future products to service partners
•Undertake investigations with service partners and dealers to ensure quality standards are maintained and improved
•Provide on-site support with specific expertise to end users, resellers and service partners, when appropriate
•Monitor product failures to identify any on-going problems that may require attention and provide feedback to the Manager Technical Support and 3rd level Technical Support teams
•Where required, due to local business structure or needs, provide technical pre-sales support, which may also include supporting events and demonstration
•Attend manufacturer training for new products.
•Benchmark product performance against the European standard or target
•Participate in the product launch team and present proposals regarding service concepts, spare inventory and training needs.
•Monitor customer satisfaction and provide actions to improve results.
•Review warranty claims related to the product of expertise and provide feedback to service management on product performance and partner claiming behaviours.
Key Skills and experience:
•Outline the educational requirements of the job and any required professional qualifications.
•Strong technical hardware & software knowledge in printing technologies
•Knowledge of major Operating System (OS) and Rasterize Image Processor (RIP) software plus applications for image & colour management
•Knowledge of main networking technologies
•Ability to deliver post sales training
•Fluent in local language and English, verbal and in writing (ability to write technical documents & reports)
•Experience working in IT industry in a technical support environment. Ideally within the print/imaging/display industries or general technology applications. Field experience in office automation and B2B service processes & requirements are highly recommended.
•Ideally educated to degree (or equivalent) level
Epson makes products and delivers solutions for a wide range of customers and we are committed to having a diverse workforce. Our Career path offers a competitive salary with an outstanding suite of benefits. Colleagues based in all Offices feel valued as part of our Global Community. We are going through an exciting period of growth and looking for people that have the spirit to seize new opportunities and drive growth.
Apply to Job