Field Support Engineer (Lipa Batangas - Epson Printer Support)

• Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
• Provides technical onsite support to customers availing of Epson Maintenance Agreement for RIPS2 (WF-C869R) and LIJ.
• Consistently achieve the two hours onsite response time at the customer site.
• Explains and discuss with customer the unit repair activities, findings, and applicable recommendations.
• Prepares report as required.
• Conducts preventive Maintenance at the customer site.
• Performs Monthly Meter Reading at the customer site.
• Prepares and submit the RRCS form signed, dated, and accepted by the customer.
• Conform with CS Escalation Process and Timing
• Adhere to the established processes and policies of the client.
• Timely update of repair activities in Epson Service System
• Timely return of defective and unused EPSON parts
• Conducts Operator's Training during installation.
• Achievement of Business Index
• Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
• Take full responsibility and the required action for the assigned tasks.
• Meet and adhere to attendance requirements based on Service Level Agreement
• Meet and exceeds KPI targets set by the client.
• Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.
• Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.