Customer Support Technician – Remote Support

Position Overview

The Customer Support Technician – Remote Support will be responsible for providing technical support advice and consultation to Fujifilm clients via phone, on-line or other methods.  Travel approximately 15% required for training and development for in house or OTJ opportunities.

The Business Innovation Division of FUJIFILM North America Corporation is the largest graphic distributor in the US. We deliver world class, state of the art solutions for Ink Jet Printing, Digital Printing, Wide Format, Toner, Offset Plates, Packaging, and a full range of traditional Offset supplies. In addition, we are the industry leader in Color Standardization and G7 implementation. 

Company Overview

At FUJIFILM North America Corporation, we’re many things to our customers. We’re looking for passionate, mission-driven people to help us continue to innovate. With five operating divisions, there’s a lot of opportunity to find your niche and make an impact. Perhaps you’ll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax™. Maybe you’ll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division—they offer office and commercial print solutions and enable digital transformation. And if you’re interested in tape, check out our Industrial Products Division—they develop data storage solutions.We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Responsibilities

• Provide timely technical support and problem resolution to all customers.
• Monitor critical accounts and actively participate in support activities to minimize downtime for customers.
• Triage via KT (Kepner-Tregoe) analytics, Team-viewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines that the BID service team supports
• Analyze and evaluate equipment performance
• Provides on-site service and installation support as needed for training and development purposes. 
• Provides on-site customer support during periods of high activity.
• Provide technical support to other technicians as needed via phone, teams or other remote software tools.
• Provide sales assistance for demos and/or customer visits as needed
• Work closely with and develop strong business relationships with our client personnel
• Complete all required reporting procedures related to phone support and/or software support
• Completes all required administrative tasks in an accurate and timely manner.
• Accounts for all time and activity by recording information through the proper tracking system.
• Attend training classes and develop necessary knowledge and skills to service BID supported equipment
• Communicate technical and escalated issues to the Regional Service Manager and Technical Service Manager
• Perform related duties as assigned by manager

Required Skills/Education

• Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines
• HS Diploma or GED
• 5 or more years of field service experience with industry related product lines
• Proficient in 2 or more product line technologies
• Excellent troubleshooting skills to diagnose and resolve complex technical problems
• Experience utilizing KT analytics
• Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement
• Strong critical thinking and decision-making
• Demonstrate a full working knowledge of multiple product lines they support including theory of operation as well as the mechanics and/or software related support.
• Computer skills with emphasis on operating systems and hardware.
• Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of Microsoft applications and outstanding customer service
• Requires a valid state driver's licen