Customer Support Technical Specialist

2 months ago

Hanover Park, United States FUJIFILM Holdings America Corporation Full time
Overview

We are hiring for a Customer Support Technical Specialist  for our Hanover Park, IL Location.  In this role you will be Responsible for ensuring that FUJIFILM Business Innovation OEM customer technical service requirements are fulfilled. Will work closely with FUJIFILM, FUJIFILM Business Innovation staff and FUJIFILM Business Innovation customers to manage the service-related portions of product launches for laser printers and multi-function devices.   Responsible also for supporting the delivery of products, monitor product quality and provide on-going customer support until product end-of-life.

FUJIFILM Business Innovation is currently undergoing an exciting period of accelerated growth and transformation. 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:

  • Responsible for creating & maintaining spare parts lists for laser printer and multi-function devices by working closely with FBIO Program Managers, Account Business Managers, Finance Dept personnel, Technical & Configuration personnel, FUJIFILM Japan Service and Development teams, and OEM customers.
  • As a member of the Product Launch Team, will be responsible for meeting or exceeding program launch deadlines by careful management of service deliverables.
  • Work with FujiFilm Engineering Team during product design phase to ensure that products are designed for serviceability.
    After product launch, will have responsibility for maintaining spare parts database for each customer / product repair through close contact with the customer, FujiFilm Japan Service team, and the Configuration Control Group.
  • Analyze and implement solutions to issue regarding the performance, quality, cost and delivery of products through the entire product cycle.
  • Work with FBIO and FujiFilm Japan teams to respond to customer needs and maintain good relationships with OEM customers.
  • Responsible for the quality of FBIOs product portfolio in the field:
    • Monitoring of field failures on all products installed in the field
    • Perform failure analysis on failed printers returned from service operations
    • Arrange shipments of failed printers with potential quality issue from any WW location to Japan for level 2 FA when necessary
    • Collaborate with FujiFilm to determine root cause and corrective actions associated with failure modes
    • Communicate status and solution to OEM customers
    • Plan and execute rework in finished goods inventory when necessary
    • Summarize quality activities and communicate to customers as needed
    • Lead/support quality improvement activities that drive customer metrics
    • Collaborate with customer to improve customer-based field service operations as needed
    • Work with OEM customers to support on site field activities as required related to critical quality issues
    • Work with customer to define performance levels and metrics for products in the field
  • Create and maintain 3rd party vendor performance reports to monitor and track weekly/monthly activity.
  • Monitor repair depot equipment and spare parts inventory.
  • Monitor third-party repair vendor activities and workflow processes. Monitor repair order status, resolve order issues, and ensure that repair orders are processed to completion.
  • Work with repair depot and logistics to track equipment deliveries, supplies, and other logistics tasks as required.
  • Work with management and end-users to create and manage complex workflow rules.
  • Provide Level 2+ support and training for system users and vendors.
  • Create and maintain documentation on processes, policies, application configuration and help related materials for users. 

Required Skills/Education:

  • 5+ yrs experience as a Customer Service Engineer (or similar role) supporting low to mid-volume printer product lines.
  • Exceptional customer management & negotiation skills.
  • Ability to read & understand engineering drawings (equivalent to 1 semester of technical drawing).
  • Knowledge of failure modes & rates for various laser printer components.
  • Able to work with minimal supervision, make own decisions design and implement own solutions to unique problems, and take risks and responsibility.
  • Strong analytic teamwork communication and problem-solving skills.Able to manage multiple projects with constantly changing priorities & tight deadlines.
  • Highly motivated, proactive and self-starter.
  • Undergraduate degree in engineering or equivalent work experience desired.
  • Knowledge of firmware application/upgrades to products is a plus.
  • Ability to travel

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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