Role Summary
The purpose of this role is to ensure the market competitiveness and obtain the best customer satisfaction with delivering FUJIFILM’s standard operating quality of FUJIFILM’s Multi-Functional Devices (MFD) by provide the following:
- (Advanced) 2nd level technical support to Dealer Partners
- Manage the operation reliability of MFD in the field
- Provide various technical training
- Escalate issues to the next level technical support
These outcomes include;
- Provide training programs for partners in the US and ensure partners are trained and technically certified.
- Communicate regularly with partners to improve customer down time and response time. Update management on performance, roadblocks and needs.
Success of the outcomes will be measured through:
- KPI reported to FB Own Brand Business Service Manager, FB customer service and DT business Unit. (e.g. service levels, customer satisfaction index, first call resolution, total response time, customer uptime etc)
- Proposals for productivity improvement are offered to Partners to achieve higher customer satisfaction and profitability.
- FB customer satisfaction surveys are conducted and improved year on year basis.
- Completion rate of FB product training programs and service training programs for Partners.
- The number of certified service engineers in partners.