Job Summary 

• Seeking for a detail-oriented Technical Support Engineer to provide post-sales support for Epson’s B2B software and applications. 


• This role involves managing technical escalations, supporting service partners and ensuring service KPIs are met. 


• Key responsibilities include acting as the technical point of contact for product launches, overseeing repair management processes, and supporting internal operations. 


• The ideal candidate is proactive, analytical, and committed to delivering high-quality service and continuous improvement. 

Key Accountabilities 

• Ensure excellent post sale support for Epson B2B software & application 


• Ongoing advancement of Service Partners’ support skills and resources, including training programs. 


• Continuous assessment and expansion of support coverage to align with business growth objectives. 


• Provide timely resolution on escalations from customers or Service Partners. 


• Provide on-site support to customers and Service Partners when required. 


• Achieve service deliverables and customer satisfaction targets for managed products. 


• Resolve software and application issues, develop partner support capabilities, manage escalations, and meet resolution target. 


• Provide repair management support and maintenance by handling escalations, performing system updates, delivering refresher training to service partners, and ensuring timely completion of tasks. 


• Assume the Role of Product Technical PIC for printer, scanner and projector 


• Ensure all details input into product launch checklist eg. Training schedule, Initial parts forecast. 


• Manage product QA escalation and rework countermeasures. 


• To analysis product failure rate. 


• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time, TAT). 


• Manage pending repair management situation to achieve service level targets 


• Prepare daily report on pending RMA status (product, partners, status, shortage). 


• Email pending RMA report and 3.5 days completion rate to individual partners daily. 


• Directly engage partners with high pending RMAs to ensure timely resolution. 


• Supplementary internal business functions 


• Manage the provision of service consumables (for repair purpose) to service partners. 


• Support the courier pick up arrangement of “faulty printer to repair” from small town dealers. 


• Support the preparation & processing of service partner agreements