We are hiring for a Product Support Specialist who will report to the Manager of Imaging Services and will have direct contact with Fujifilm customers and third-party vendors. The Product Support Specialist has three objectives.

• Testing of products before release.
• Deployment of approved products.
• 3rd Level Support of approved products till End of Life.

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

Responsibilities

Training functions previously performed by the existing vendor will transition back to Technical Service, which change creates a need to strengthen the Product (Equipment) Specialist team. This position will be responsible for providing “Train the Trainer” sessions for the new vendors across all of the equipment supported.  This position will be responsible for developing technical documentation on supported equipment and providing Level III call support.

• Interfacing with Fuji Japan, internal software development, and outside vendors to ensure products meet quality standards and are serviceable.  
• Ensuring manual and remote methods of deployment are successful and efficient.
• Support documentation and training needs, along with direct 3rd level support for 2nd level technicians.  
• Researching and resolving post release issues which may require communications back to the manufacturer or development.  

Strategic objectives:

• Prepare and conduct train the trainer sessions for vendors.
• Responsible for the technical documentation.
• Provide third level phone and on-site support for field support staff, including contractors and our customers service staff.
• Communicate with Service Management and International Staff regarding product performance.
• Facilitate with Marketing and Development necessary feature changes and bug fixes within hardware and software to help reduce Service costs.
• Test & evaluate new products & provide recommendations through in-house & field tests.
• Plan & implement product updates and modifications & follow through to completion.
• Work with new product project team to create installation Kits/User guides for Techs and for warehouse per marketing’s requirements.
• Monitor and evaluate field reports post deployment of new products for equipment & technician performance. Provide recommendations. 
  • Determine the need to develop & implement changes to training, repair methods, or product improvement and communicate this information to appropriate parties.
• Generate Deployment, Beta/Pilot, support, and training plans.
• Manage and track remote and manual deployment of approved software/scripts/templates for all software either developed or outsourced by Fuji.
• Manage EMR documentation to further support field staff, as well as spot trends and issues.
• Provide internal support and service delivery system analysis for managed services their tools and systems.
• Work directly with consumers to gather requirements and to specify the systems operational behavior and provide feedback to SSD.
• Participate as a member of the SSD project teams to further define and document features, plan the phased cut-in of those features and support testing and release activities.

• Continually learn and teach current industry standards.
• Motivate and counsel team members.

• Possess and apply a broad knowledge of principles, practices, and procedures of field of specialization to the completion of difficult assignments.
• Possesses and applies comprehensive knowledge of field of specialization to the completion of complex assignments.
• Under general supervision, plans, conducts and supervises assignments. Reviews progress and evaluates results.
• May be assisted by Entry/Junior or intermediate level personnel.
• Recommends changes in procedures.
• Reviews progress with management.

Other:

Regular aspects to position outside normal office conditions.

• Ability to lift 60 lbs.
• Travel up to 75%

*Chemical Handling:  Handling and mixing of photofinishing chemicals during testing, at trade shows and support centers, and customer visits. 

Required Skills/Education:

• 5 years’ experience as Field Support Representative servicing Fuji equipment. 5 years as a Fuji Technical Specialist is preferred. Vocational training in photo science or 3-6 years of photofinishing technical experience with mechanical and electronic troubleshooting.
• Strong working knowledge of computer and networking fundamentals.

• A minimum of five years of related systems experience.
• Strong leadership, internal & external communication, and organization skills.
• Strong verbal and phone skills as well as the ability to provide presentations and training.
• Ability to create and edit customer and technician level documents.
• User training skills and practical experience in service-related activities and be familiar with cutting edge service delivery tools and systems.
• Knowledge of PC environments as they relate to implementing decisions support tools.
• Software language knowledge / experience a plus.

Benefits:

• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

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.

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hlushrteam@fujifilm.com).