Field Support Engineer II

Position is based in our West Lebanon, NH office location with frequent travel required. Provides field technical support to key account and strategic customers for both established and new products. Conducts onsite visits to troubleshoot and resolve issues, build strong customer relationships, and understand specific support requirements. Supports application development activities, assists with customer installations, and manages escalation of field issues to ensure customer satisfaction. Collaborates closely with Sales, Engineering, Production, and Test teams by providing valuable customer feedback to drive continuous improvement in FIIS products and services. Travel requirements average up to 50%.

Company Overview
At FUJIFILM Dimatix Inc., printing and material deposition devices are only as good as their printheads. We are a recognized leader in the manufacturing and design of durable and productive drop-on-demand inkjet printheads that power cutting-edge systems, as well as integrated inkjet solutions that add digital inkjet capabilities to other equipment. These are part of the digitization and transformation of many applications such as commercial printing, graphics, label & packaging, additive manufacturing, ceramic tiles, textiles, electronics and life science research.

We're looking for forward-thinkers eager to spark innovation in inkjet technology. Bring your talents to a team built on collaboration, creativity, and a passion for excellence. At FUJIFILM Dimatix, every product we make begins with the extraordinary people behind it. Join us for groundbreaking work in a flexible, engaging environment.

We're based in two incredible locations: Lebanon, New Hampshire, surrounded by picturesque New England landscapes, and Santa Clara, California, a dynamic hub in Silicon Valley with a mix of innovation, diversity, and sunshine.

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:

Job Description
KNOWLEDGE:
Possesses broad and in-depth product knowledge combined with relevant industry experience. Applies professional concepts and resources aligned with company objectives to resolve customer issues creatively and effectively.

JOB COMPLEXITY:
Handles highly complex issues that require in-depth analysis of situations and data, considering multiple variable factors. Exercises sound judgment in selecting appropriate methods, techniques, and evaluation criteria to share with internal stakeholders, contributing to product quality improvements. Maintains a strong network of key contacts and follows established escalation processes when additional support is needed. Serves as the technical field support expert and advocate for the customer's applications.

SUPERVISION:
Operates with minimal to no supervision and may be assigned to support other personnel on customer installations or special projects.

EXPERIENCE:
Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years of related experience with a Master's degree; or equivalent combination of education and experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintains productive and positive technical support relationships with customers.
• Collaborates as a team member with FIIS Sales and Business Development personnel to provide primary escalation-level customer support.
• Delivers timely responses to customer inquiries and follows through on all tasks and action items.
• Conducts customer training sessions, both onsite and at FIIS facilities, as required.
• Assists in developing technical support documentation, training literature, and programs.
• Analyzes complex, ambiguous, and challenging customer problems; develops logical conclusions or hypotheses and recommends solutions.
• Works closely with FIIS colleagues through the escalation process to engage Engineering and other resources for customer case resolution.
• Communicates appropriately with other FIIS departments to address customer inquiries.
• Participates in or leads teams addressing product-specific problems and development opportunities.
• Prepares trip reports detailing the status of customer products, issues, and opportunities after each visit.
• Travels to customer sites and FIIS facilities, occasionally on short notice.
• Regularly trains at FIIS to stay current with new products, processes, applications, and technologies.
• Participates in returned material investigations, failure analysis of returned products and issues; documents findings and provides reports and analysis.
• Collaborates closely with Engineers and Technicians, making recommendations for design improvements and participating in design reviews.
• Drives continuous improvement of product designs and manufacturing processes based on customer feedback.
• Assists in ensuring that the Quality Assurance program complies with customer requirements, engineering specifications, and production schedules.
• Interacts with customers to identify quality improvement opportunities and establishes feedback loops with Manufacturing and Engineering teams.
• Provides input to product planning and upgrade activities.
• Completes all required administrative tasks accurately and on time, including time sheets, expense reports, and trip reports.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED:

• Excellent customer interaction skills.
• Minimum 5 years of related experience with a Bachelor's degree; or 3 years with a Master's degree; or equivalent combination of education and experience.
• Advanced reasoning skills to analyze and solve customer problems.
• Ability to work collaboratively across multiple functional departments.
• Excellent written, verbal, and presentation skills; proficient in English.
• Strong math and computational skills.
• Knowledge of wiring, mechanical systems, and electronics.
• Familiarity with complex computer technologies.
• At least 2 years of customer support experience, including 1 year of field service support.
• Ability to educate customers on systems and troubleshoot problems effectively.

DESIRED:

• Expert level understanding of digital printing technology.
• Expert level understanding of FIIS products and their applications.
• Proficiency in creating and manipulating graphic images using various formats and software programs.
• Expertise in Adobe Photoshop, Adobe Illustrator and Paint Shop Pro.
• High level knowledge of chemistry, EE/SW and fluid physics.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This job is performed primarily in a normal office environment, where the noise level is moderate. During site visits the environment will include factory floor time with higher noise levels. The job involves standing, walking, sitting, using hands and fingers, and some reaching. The employee will regularly lift and/or move items up to 10 pounds and will occasionally be required to move items in the 25 to 75 lb. range.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment
• Frequent travel to customer locations.

OTHER:

• Other duties as may be assigned.
• Each employee's primary objective is to assure that the quality, delivery and cost controls within his/her control meet or exceed all of our internal and external customers' requirements.
• Each employee is required to abide by the Employee Handbook and the rules and regulations explained and provided at each orientation and training session. Special attention must be given to the safety aspects of these documents .

FUJIFILM Dimatix provides competitive wages, a generous benefits package and a friendly, dynamic working environment.
Equal Opportunity Employer

FUJIFILM Dimatix is an E-Verify Employer

EEO Information
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.

ADA Information
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 ).