Technical Specialist

2 weeks ago

Hanover Park, United States Fujifilm Full time

Overview:
We are hiring a Technical Specialist (Software) to support our partners in meeting Fujifilm’s expected operating quality of our Multi-Functional Devices (MFD). This includes providing second level technical support to our dealer partners, managing the reliability of MFDs in the field, providing technical training, and working to resolve escalated issues.

FUJIFILM Business Innovation is currently undergoing an exciting period of accelerated growth and transformation through OEM business We are a fast-paced team that actively shapes the future of our company and our customers. When you work with us, you will be part of a global community that inspires collaboration, innovation, flexibility, and diversity.

External US:
**Responsibilities**:

- Technical support:

- Resolve customer software problems on Fujifilm MFD by providing 2nd level technical support to partners in a timely manner.
- Provide onsite technical support as needed.
- Escalate unresolvable or frequent problems, safety incidents, etc. to the next support level in a timely manner.
- Manage the escalated cases to resolution meeting target SLAs (service level agreements), KPIs (key performance indicators), and customer satisfaction levels.
- Collaborate with partners to improve response time and limit customer downtime.
- Update management on performance KPIs (service levels, customer satisfaction, first call resolution, total response time, customer uptime, etc.), roadblocks, and needs.
- Collaborate and/or negotiate with 3rdparty software partners/vendors whose software is used/connected/incorporated to MFD to find solutions for any issues/problems relating to the software that customers are experiencing.
- Process Improvement:

- Formulate, execute, and review technical support strategies based on Fujifilm policies.
- Identify product performance and reliability modifications.
- Escalate troubles, safety incidents to appropriate internal teams.
- Work closely with partners on information sharing and best practice execution.
- Deliver proposals for productivity improvement to partners to drive higher customer satisfaction and profitability.
- Provide training courses, workshops, information sessions, and on the job training for partners in the US to enhance their technical capabilities in the following areas:

- Service process, escalation process, information security
- Relevant Fujifilm systems, tools, manuals, technical documents
- Safety incident procedures
- Warranty claim management from partners:

- Verify the information submitted by partners.
- Approve the return of defective items ensuring that all conditions are satisfied.
- Perform the inspection of returned items.
- Perform the physical assessment (including reproduction test) of returned items.
- Request the final assessment of claims.
- Communicate with partners and internal teams on the progress and the result of the warranty claim.
- Manage the proper storage and disposal of returned items.
- Provide guidance to partners on reducing improper warranty claims.
- Conduct rework requested by quality management department on stock due to any safety/quality issues. This includes:

- Receiving/returning parts/tools/instructions for the rework.
- Negotiating with 3rd party vendors who operate warehouses and partners to obtain rework space, estimate the number of required workers, and estimate cost.
- Reporting on the rework progress.
- Special projects or tasks related to new technologies for partners.

**Required Skills/Education/Experience**:

- 3+ years in delivering support as a technical specialist for MFDs/Printers.
- Ability to speak and write in fluent English.
- Ability to communicate technical information through a variety of different mediums.
- Ability to deliver technical product training to different audiences.
- Demonstrated strong diagnostic skills for effective and efficient resolution of technical customer problems.
- Knowledge of various operating systems, office software, and network technologies.
- Strong interpersonal and organizational skills.
- Possesses a desire to take ownership and management of complex projects and tasks.

**EEO/AGENCY NOTES**
- #LI-Onsite

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