Customer Support Engineer

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