This position will support our range of production printing systems in the United States Fujifilm service/sales network.  Provide technical expertise to assist the successful launch of new toner digital printing (Print on demand) business in the United States market. Identify and resolve technical problems related to specific FUJIFILM products at customer and dealer sites in United States.

Analyse, manage, and improve the quality and service performance of specific Fujifilm products throughout the product lifecycle. Conduct training and workshops for technical community in United States to enable best in class product support.

FUJIFILM North America Corporation, a marketing subsidiary of FUJIFILM Holdings America Corporation, consists of six operating divisions. The Imaging Division provides consumer and commercial photographic products and services, including silver halide consumables; inkjet consumables; digital printing equipment, along with service and support; personalized photo products fulfillment; film; one-time-use cameras; and the popular INSTAX® line of instant cameras, smartphone printers, instant film, and accessories. The Electronic Imaging Division markets its GFX System and X Series lines of mirrorless digital cameras, lenses, and accessories to provide a variety of content creation solutions for both still and moving imagery. The Optical Devices Division provides optical lenses for the broadcast, cinematography, closed circuit television, videography, and industrial markets, and also markets binoculars and other optical imaging solutions. The Graphic Communication Division utilizes its extensive industry knowledge to develop fully supported traditional and digital print solutions for industries including commercial print, wide format, and packaging with its comprehensive line of digital inkjet presses, production toner printers, and software. The Industrial Products Division delivers new products derived from Fujifilm technologies including data storage tape products, including OEM and FUJIFILM Ultrium LTO cartridges, desalination solutions, microfilters and gas separation membranes. The Non-Destructive Testing Division delivers radiography solutions to ensure high accuracy inspection of transportation infrastructure, and assets within aerospace, and oil and gas industries.

The Graphic Communication Division 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, Offset Plates, Packaging, and a full range of traditional Offset supplies. In addition, we are the industry leader in Color Standardization and G7 implementation.

Responsibilities

• Ensure launch readiness of the customer service organization in the U.S. for new products: Delivery of relevant service documentation and initial product training
• Provide pre-launch support materials and information to launch team, including marketing team and national service teams.
• Provide technical 1st level escalation support for internal and external service network in United States, from remote or on-site.
• Manage and support products throughout their lifecycles to Fujifilm subsidiaries and distributors, including new product launch support.
• Ongoing analysis and control of product and service performance against defined Key Performance Indicators. Identifying reasons for deviations and shortfalls and develop strategies to achieve ongoing improvements of product performance and assisting to accelerate service productivity and service profit.
• Planning and conducting technical trainings workshops with internal and external participants, either from remote or in a classroom environment to enable best in class product support.
• Responsibility for Knowledge Management in the technical area. This includes creation and distribution of technical bulletins and assistance and guidance for the creation of new knowledge articles in the Fujifilm knowledge base. 
• Help train customers and dealers on how to maximize the use of the equipment to increase the clicks on the production machines.
• Work with Sales Team on pre-sales activities to help advance sales cycles.
• Have a strong understanding of the workflow and be able to train customers on how to manage and run efficiently.
• Train customers and dealers on the best use of production equipment.

Required Skills/Education

• Minimum of 5 years technical experience with Toner production printing market segment.
• In-depth knowledge of digital printing and xerographic printing industry
• Excellent troubleshooting skills to diagnose technical problems on printing products
• Good IT skills, including MS Office, MS-Windows, IT-networking, and CRM/ERP.
• Excellent ability to work autonomously and prioritize workload
• Commitment to customer satisfaction
• Teamwork: – works well within a multicultural and diverse environment
• Collaborates with others to ensure that the team goals are achieved
• Hands on pragmatic style
• Demonstrates solid interpersonal skills and fosters a positive working environment
• Must demonstrate excellent verbal and written communication abilities with varied and diverse skill audiences
• Demonstrates the ability to identify a problem, find the root cause and present appropriate solution
• Diplomatic and customer friendly
• Tenacity and resilience with strong “follow up skills”
• Results orientated with a desire to see things through
• Valid Driver’s License
• Ability to travel

Other relevant information:

The nature of the role is likely to change over the product life cycle from a high level of travel and field support to a more office based remote support role (currently approx. 80/20% split). It is envisaged this will change significantly and therefore a high level of adaptability and flexibility is essential to be able to manage these changes in the role.

EEO/AGENCY NOTES

Fujifilm is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, and any other status protected by federal, state, or local law.

To all agencies: Please, no phone calls or emails to any employee of Fujifilm about this requisition. All resumes submitted by search firms/employment agencies to any employee at Fujifilm via-email, the internet or in any form and/or method will be deemed the sole property of Fujifilm, unless such search firms/employment agencies were engaged by Fujifilm for this requisition and a valid agreement with Fujifilm is in place. In the event a candidate who was submitted outside of the Fujifilm agency engagement process is hired, no fee or payment of any kind will be paid.

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