Job Description

At Epson, we are committed to innovation, quality, and delivering exceptional customer experiences. The Service & Support Administrator supports the day-to-day operational success of the Service and Support organization by coordinating industrial equipment installations, dispatch activities, and administrative processes that keep customers and service teams running efficiently. This role combines operational coordination, analytical problem-solving, and cross-functional collaboration to help deliver responsive, high-quality support solution.

What you will be doing:

Customer Support & Systems Enablement

• Coordinate and support dispatch and installation requests and monitor progress (reports, surveys and analytics) to ensure operational efficiency and business needs.
• Create, manage, and maintain reports, surveys, and analytics to support operational and business needs and recommend improvements to systems, tools, and knowledge bases.
• Document and maintain service and support processes, workflows, and procedures.
• Resolve issues, support testing, and assist with system enhancements and upgrades.
• Audit and reconcile parts late trackers and parts warranty reports for Epson and third-party technicians, driving accuracy and compliance.
• Process payment lots, one-time service events, and other administrative support activities as required.
• May Administer support and maintain lifecycle of PORT, ERMS and ECSP for customers, partners such as resellers.

Installation & Dispatch Coordination

• Provide installation and dispatch coordination to ensure operational efficiency and monitor and communicate service progress.
• Dispatch service requests to contracted national service providers and internal technicians.
• Support contact center call flow by coordinating technician availability across applications based on skill set and workload.
• Monitor service progress, communicate part delays, and escalate issues as needed to meet customer commitments.

Relationship Management

• Builds strong relationships with peers, other departments, and managers to best meet company goals and objectives.

What you will bring:

• 3–5 years of experience in customer support, service administration, operations coordination, or related roles, preferably within technology, industrial equipment, or service-focused environments
• Strong organizational and multitasking skills with the ability to manage competing priorities in a fast-paced environment
• Experience coordinating service dispatch, installations, logistics, or field service operations
• Ability to analyze operational data, reports, and trends to identify issues and recommend process improvements
• Excellent communication and interpersonal skills with the ability to collaborate effectively across cross-functional teams and external partners
• Customer-focused mindset with a commitment to delivering a high-quality support experience
• Experience working with service systems, CRM tools, reporting platforms, or support applications preferred
• Strong problem-solving skills with the ability to resolve issues proactively and escalate when appropriate
• High attention to detail and ability to maintain accurate documentation, reporting, and process workflows
• Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and PowerPoint
• Experience working in cross-functional environments; experience interacting with third-party vendors and service providers is highly desirable
• Associate or Bachelor’s degree or equivalent combination of education and relevant experience
• Ability to adapt to evolving business needs, systems, and operational processes

Employee Benefits

In addition to joining a team of dedicated professionals who support each other and are passionate about their work, you’ll also enjoy a variety of attractive, industry-leading benefits.

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more!

The starting hourly base pay for this role is between USD $26.54 and $33.17 per hour (equivalent to $55,203 and $68,993 per year based on 2080 hours). Please note that this position’s salary range may include multiple levels. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.

 

Epson America, Inc. is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local laws.

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