Field Support Engineer III (Midwest)

Job Locations US-IL
Posted Date 1 month ago(3/29/2021 1:14 PM)
Requisition ID
Company (Portal Searching)
FUJIFILM Dimatix, Inc.





Fujifilm Dimatix, Inc. strives to offer a healthy work environment that promotes individual responsibility and growth, a collaborative spirit, and an atmosphere that encourages learning, professional development and achievement.


We search for the most talented and qualified people for both external and internal opportunities. At Fujifilm, performance, development and accountability are the standards to which the company and its people strive toward. And to support its employees, we offer programs that motivate, educate and promote a healthy work-life balance, which increase employee satisfaction and overall personal well-being.


Fujifilm is committed to offering a comprehensive and flexible benefit program to meet the needs of employees and their families. This flexible approach allows employees to create a program that fits their lives.  At Fujifilm, INNOVATION and PEOPLE matter.


FUJIFILM Dimatix, Inc. is an E-Verify Employer


 ATTN Staffing Services:  We do not accept unsolicited resumes.

External US



This position will be based in the Midwestern part of the US. (i.e. Illinois, Wisconsin, Southern Michigan, Indiana, Eastern Iowa, Southeastern Minnesota) The Field Support Engineer provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. Provides direct technical expertise to sales and business development. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.


KNOWLEDGE: Having wide-ranging and deep product and industry experience, uses professional concepts and resources in accordance with company objectives to resolve customer issues in creative and effective ways.


JOB COMPLEXITY: Works on highly complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises sound judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Networks with key contacts and escalates issues when requiring assistance.  Acts as the technical expert and advocate for the customers’ application.


SUPERVISION: Works with little to no supervision to determines the best methods and procedures on all assignments and may be called to support or lead the activities of other personnel on project work or special assignments.


EXPERIENCE: Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years of experience; or equivalent experience. 



  • Implement and maintain a productive and positive technical support relationship with customers.
  • Works as a team with Dimatix Sales and Business Development to provide primary layer of customer interaction.
  • Delivers a timely response to customer inquiries; follows through on all tasks and action items.
  • Conducts customer trainings, both on-site and at Dimatix facilities as required.
  • Assists in the development of technical support documentation, training literature, and programs.
  • Creatively analyzes complex, vague, and difficult customer problems; arrives at logical conclusions or hypotheses.
  • Engages Engineering and other analytic resources for customer case resolution support.
  • Communicates with other Dimatix departments as necessary and appropriate to respond to customer inquiries.
  • Provides support to Engineering, Sales, and Business Development to ensure customer site and specification a requirements are known and met.
  • Participates in product specific problems and development opportunities.
  • Prepares Trip Reports on the status of customer products, issues, and opportunities for each customer visit.
  • Extensively travels to customer sites and Dimatix facilities, occasionally on short notice. 
  • Travels to exhibitions and provides support on product demonstrations, etc.
  • Regularly trains in FIS-NH to stay current with new products, processes, applications, technology, etc.
  • Expertise in Adobe Photoshop, Illustrator and Paint Shop Pro.
  • Ability to understand the various graphic formats required by FUJIFILM printers in order to create graphics for samples.
  • Works as part of the team in Europe to actively grow the FIS business in this region. Performs all required administrative work on-time and accurately: time sheets; expense reports; trip reports; etc.
  • Performing demonstrations for customers at FUJIFILM sites.




To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Excellent customer interaction skills
  • Bachelor Degree and with a minimum of 8 years of related experience; or 6 years and a Master’s degree; or a PhD with 3 years’ experience. 
  • Expert level understanding of digital printing technology.
  • Advanced reasoning skills to analyze and solve customer problems.
  • Ability to work collaboratively across many functional departments.
  • Fluent in English, spoken and written language.
  • Strong math and computational skills.
  • Minimum 5 years of customer support experience, including 3 years of field service support.
  • Ability to educate customers on systems and trouble shoot problems.



  • Expert level understanding of Ink Jet and Ink Jet applications.
  • High level knowledge of Electrical engineering, thermal and fluid mechanics, and chemistry.
  • Familiar with raster imaging processors.
  • Industry knowledge and contacts.


PHYSICAL DEMANDS:               


      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • During site visits the environment will include factory floor time with higher noise levels. 
  • While performing the duties of this job, the employee is regularly required to sit or stand to use hands to manipulate, handle, touch and connect parts.
  • Standing or walking is required more than 30% of the day.
  • The employee frequently is required to speak and listen.
  • The employee is regularly required to stand, walk and reach with hands and arms.
  • The employee will occasionally lift and/or move items up to 10 pounds and will very occasionally be required to move items in the 25 to 75 lb. range.
  • Ability to travel to up to 75% of the time.



               The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Normal office environment.
  • Frequent travel to customer locations.
  • Industrial facility environments.
  • Large gatherings of people with close contact.



  • Other duties as may be assigned.
  • Each employee’s primary objective is to assure that the quality, delivery and cost controls within his/her control meet or exceed all of our internal and external customers’ requirements.
  • Each employee is required to abide by the Employee Handbook and the rules and regulations explained and provided at each orientation and training session.  Special attention must be given to the safety aspects of these documents


FUJIFILM Dimatix provides competitive wages, a generous benefits package and a friendly, dynamic working environment.

FUJIFILM Dimatix, Inc. is an E-Verify Employer



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