Technical 3rd party Network Support Specialist
Job Description
<p><strong><u>Your mission:</u></strong></p><p> </p><p>The Technical & 3rd Party Network Support Specialist provides technical support to all departments for an agreed range of Epson products including installation, troubleshooting, problem resolution, customer escalations, service partner and service dealer training and advice to customers to improve product performance and customer satisfaction. The Technical & 3rd Party Network Support Specialist will also provide support to manage the service network in the region and ideally have technical experience with Inkjet Printers and/or Projectors/Professional Displays</p><p><br></p><p><strong><u>What you will do:</u></strong></p><p><br></p><ul><li>Provide advanced technical problem solving to end users, resellers, service Partners and the (outsourced) Helpdesk</li><li>Escalate issues to 3rd level Technical Support team via the online tool as required</li><li>Create training course content for maintenance and repair on current and new products for service partners and service dealers. Deliver training courses on maintenance and repair of current and future products to service partners and service dealers, both onsite and virtual</li><li>Undertake investigation of first time fix and re-repair rate with service partners and service dealers to ensure quality standards are maintained and improved and customer satisfactions levels are achieved</li><li>Provide on site support with specific expertise to end users, resellers and service partners and service dealers, when appropriate</li><li>Monitor product failures to identify any ongoing problems that may require attention and provide feedback to manager and 3rd level Technical Support teams</li><li>Support manager with ensuring allocated service partners achieve operational KPI’s and required standards set out in the contractual agreement:</li><li> Day-to-day management of service partners</li><li>Periodic (monthly) reviews of KPIs/performance of service partners, including training needs analysis, and discuss identified improvement areas with the service partner</li><li>Produce monthly reports and highlight any key points that need to be reported to service management </li><li>Escalate issues to manager for resolution</li><li>Where required, due to local business structure or needs, provide technical pre-sales support, which may also include supporting events and demonstration</li><li>Participate in relevant internal technical community forums to share best practice and learn from counterparts across EMEA.</li><li>Support all technical enquiries that are raised to the team</li></ul><p><br></p><p><br></p><p><strong><u>What we ask for:</u></strong></p><p><br></p><ul><li>Strong technical hardware & software knowledge in printing technologies</li><li>Knowledge and of Inkjet Printers and/or Projectors/Professional Displays</li><li>Ability to deliver post sales training</li><li>Experience in managing 3rd party service providers, ideally in IT or electronics sector, is beneficial</li><li>Fluent in English, Arabic & French, verbal and in writing (ability to write technical documents & reports)</li><li>Experience working in IT industry in a technical support environment. Ideally within the print/imaging/display industries or general technology applications</li><li>Ideally educated to degree</li></ul><p><br></p><p><strong><u>What we offer:</u></strong></p><p><strong>Benefits</strong></p><p><em>In return, we offer a competitive salary and a wide range of excellent benefits, including a working environment where quality, teamwork, and respect come first.</em></p><p><strong><em>Our heritage </em></strong><em> </em></p><p><em>We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.</em></p><p><strong><em>Our commitment to the environment</em></strong></p><p><em>We all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society. </em></p><p><strong><em>Our people</em></strong><em> </em></p><p><em>We believe a healthy culture, strong values, teamwork and contribution from a diverse range of individuals will help us to strive for excellence.</em></p><p><strong><em>Our brand </em></strong></p><p><em>Ranked by Clarivate Analytics as a Top 100 Global Innovator brand for the last seven years running</em></p><p></p>
