Technical Specialist

2 weeks ago

Hanover Park Illinois, United States Fujifilm Full time
Overview:
Role Summary

The purpose of this role is to ensure the market competitiveness and obtain the best customer satisfaction with delivering FUJIFILM’s standard operating quality of FUJIFILM’s Multi-Functional Devices (MFD) by provide the following:

(Advanced) 2nd level technical support to Dealer Partners

Manage the operation reliability of MFD in the field

Provide various technical training

Escalate issues to the next level technical support

These outcomes include;

Provide training programs for partners in the US and ensure partners are trained and technically certified.

Communicate regularly with partners to improve customer down time and response time. Update management on performance, roadblocks and needs.

Success of the outcomes will be measured through:

KPI reported to FB Own Brand Business Service Manager, FB customer service and DT business Unit. (e.g. service levels, customer satisfaction index, first call resolution, total response time, customer uptime etc)

Proposals for productivity improvement are offered to Partners to achieve higher customer satisfaction and profitability.

FB customer satisfaction surveys are conducted and improved year on year basis.

Completion rate of FB product training programs and service training programs for Partners.

The number of certified service engineers in partners.

External US:
Key responsibilities this role requires:

Technical support

Resolve a customer problem of both Software and Hardware issue on FUJIFILM MFD by providing 2nd level technical support to customer engineer (CE) of Partners in timely manner.

Provide onsite technical support as agreed during the problem resolution process.

Provide various technical training, workshop, information sharing and OJT for CE in Partners to enhance their technical capabilities in maintenance services.

Escalate to the next technical support level appropriately in timely manner for earliest resolution in unresolvable or frequent problem, safety incident, etc.

Manage the escalated cases to resolution meeting target SLAs (Service Level Agreement), KPIs (Key Performance Indicator) and benchmarked customer satisfaction levels.

Management

Formulation, execution, and review of annual technical support strategies based on FUJIFILM policies.

Product performance and reliability, modifications.

Escalate troubles, Safety incidents to FB and other related parties.

Create the monthly report covers above with clarity on remaining issue and distribute to all stakeholders.

Understand the laws and regulations regarding personal protection information in the country and take necessary measures.

Training Delivery

Service process, Trouble escalation process, Information Security

Relevant FUJIFILM system, Tools, Manuals

Escalated trouble escalation, Safety incidents

Service Manual, Technical Document

Work closely with Partners on information sharing and best practice implementation.

Accomplish any special projects or tasks as assigned that FB plans to implement new technologies for Partners.

Warranty claim management from Partners/ASPs

Verify the information submitted by Partners/ASPs

Approve the return of defective items in the event that the technical specialist confirms all applied conditions are satisfied.

Perform the inspection in receipt of the returned items

Perform the physical assessment (including reproduction test) to the returned items

Forward the claim to FB to request the final assessment with all required information.

Liaise with Partner with FB in the progress and the result of the warranty claim.

Keep the returned items properly for the necessity period. And manage the disposal of the parts in cooperate with the relevant team.

In case Partners report a printer with suspected as Dead on Arrival (DOA), give the appropriate and sufficient advice to fix it. (including visit of customer’s site together with Partners)

Monitor and sort the actual claim from Partners so that the technical specialist can give Partner an advice to reduce the improper warranty claim

In the event that FB quality management department request rework for the stock in FB/ Partners warehouses due to any safety/quality issues, conduct the rework at warehouse including but not limited to preparation for the rework, such as:

receiving/returning parts/tools/instructions for the rework which FB will provide,

negotiation with 3rd party vendor who operate warehouse/Partners on a rework space/number of required workers/cost estimation etc,

having business travellers from FB,

reporting the rework progress at each rework place to FB.

Top Behavioural Competencies:

Work in full compliance with the processes and standards required by FUJIFILM

Strong interpersonal and organizational skills

Develop own knowledge independently and actively

Keep own knowledge and skills up-to-date by following the latest industry and market trends

Look the broad picture with a desire to take ownership and management of complex projects and tasks

Can-do, mature, professional attitude, and attention to detail

Work with others respecting differences and similarities in diversity, cultural practices, learning and beliefs

 Experience:

3+ years in delivering support as a technical specialist of MFP/Printers.

Ability to speak, writing fluent English.

Ability to communicate technical information through a variety of different mediums.

Ability to deliver technical product training to different audiences.

Demonstrates strong diagnostic skills for effective and efficient technical customer problems.

Knowledge in various Operating Systems and Office Software, Network technologies.

 Qualification:

Please note: this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19. 

  • Technical Specialist

    7 days ago

    Hanover Park, United States FUJIFILM Holdings America Corporation Full time

    Overview Role Summary The purpose of this role is to ensure the market competitiveness and obtain the best customer satisfaction with delivering FUJIFILM’s standard operating quality of FUJIFILM’s Multi-Functional Devices (MFD) by provide the following: (Advanced) 2nd level technical support to Dealer Partners Manage the operation reliability of...

  • Technical Solutions Specialist

    2 weeks ago

    Hanover, United States CareerBuilder Full time

    Job Description Job Description Technical Solutions Specialist (Tier 1- Support) AquaPhoenix Scientific is an industry leader in SaaS offerings for the environmental and water treatment industries. We have an immediate opening for a Technical Solutions Specialist responsible for ensuring effective and timely assistance to customers utilizing our family of...

  • Solutions Specialist

    2 weeks ago

    Hanover Park, Illinois, United States Fujifilm Full time

    Overview: Role Summary The purpose of this role is to achieve sales goals while creating an ongoing, mutually profitable relationship with Channel partners that significantly contributes to the achievement of the business goals of Fujifilm Business Innovation (FB), and the partner’s customer base. The Solutions Specialist performs those functions and...

  • Technical Support Specialist

    3 days ago

    Monterey Park, United States Identified Talent Solutions Full time

    Job Description Job Description Job Title: Technical Support Specialist Industry: Consumer Electronics Location: Greater Los Angeles Area, Onsite Overview: The Technical Support Specialist will join a progressive and thriving consumer electronics brand, dedicated to building an international presence from a new Los Angeles office. Committed to innovation and...

  • Technical Support Specialist

    7 days ago

    Monterey Park, United States Identified Talent Solutions Full time

    Job DescriptionJob DescriptionJob Title: Technical Support SpecialistIndustry: Consumer ElectronicsLocation: Greater Los Angeles Area, Onsite Overview: The Technical Support Specialist will join a progressive and thriving consumer electronics brand, dedicated to building an international presence from a new Los Angeles office. Committed to innovation and...

  • Technical Support Specialist

    3 weeks ago

    Chicago, Illinois, United States Rand Worldwide, Inc Full time

    Job Description We are currently searching for a Technical Support Specialist, experienced with Clarity and Revit in a Microsoft environment, to provide support and solutions to our clients.  This role is a vital part of the Solution Center team and involves talking to clients about their Autodesk software issues and researching problems, testing them in...

  • Solutions Specialist

    7 days ago

    Hanover Park, United States FUJIFILM Holdings America Corporation Full time

    Overview Role SummaryThe purpose of this role is to achieve sales goals while creating an ongoing, mutually profitable relationship with Channel partners that significantly contributes to the achievement of the business goals of Fujifilm Business Innovation (FB), and the partner’s customer base.The Solutions Specialist performs those functions and...

  • Specialist, Technical Field Services

    3 days ago

    Illinois, United States IMAX Corp Full time

    IMAX is not your everyday entertainment experience. With over 50 years of history as a global innovator in entertainment technology, our employees and their careers have constantly gone beyond the ordinary at IMAX. We combine proprietary technology with industry-leading knowledge and relationships with top studios and filmmakers to create theatrical...

  • Technical Service Specialist

    3 days ago

    Joliet, Illinois, United States PQ Full time

    Job Description Deliver application testing support and Technical Service support to Sales personnel, key customers and the PQ supply chain for the Global Silicas business.   Essential Duties & Responsibilities Advise customers on PQ product chemistries and application to their formulations and processes in several fields such as surface coatings,...

  • Training Specialist

    2 weeks ago

    Hanover, United States Abacus Solutions Group Full time

    Our client is looking for a Training Specialist. This is a 4-month temporary position!Responsibilities:Design, develop, and facilitate training and learning programs for all levels of staff including, Mandatory training, Learning management system documentation, Employee manual development, Users guide and instruction preparation, and leadership management...

  • Training Specialist

    1 week ago

    Hanover, United States Abacus Solutions Group Full time

    Our client is looking for a Training Specialist. This is a 4-month temporary position! Responsibilities: Design, develop, and facilitate training and learning programs for all levels of staff including, Mandatory training, Learning management system documentation, Employee manual development, Users guide and instruction preparation, and leadership...

  • Training Specialist

    2 weeks ago

    Hanover, United States Abacus Solutions Group Full time

    Our client is looking for a Training Specialist. This is a 4-month temporary position!Responsibilities:Design, develop, and facilitate training and learning programs for all levels of staff including, Mandatory training, Learning management system documentation, Employee manual development, Users guide and instruction preparation, and leadership management...

  • Training Specialist

    6 days ago

    Hanover, United States Abacus Solutions Group Full time

    Our client is looking for a Training Specialist. This is a 4-month temporary position! Responsibilities: Design, develop, and facilitate training and learning programs for all levels of staff including, Mandatory training, Learning management system documentation, Employee manual development, Users guide and instruction preparation, and leadership...

  • Community Recovery Technical Assistance Specialist

    3 days ago

    Chicago, Illinois, United States Chestnut Health Systems Full time

    Overview: Chestnut Health Systems is seeking a full-time Community Recovery Technical Assistance Specialist to serve on the Statewide Recovery Oriented System of Care (ROSC) Project in IDHS-SUPR Region 1. Service areas include the city of Chicago and Cook County. Note that the successful candidate will work hybrid with expectation to travel within the...

  • Software Technical Support Specialist

    2 weeks ago

    Naperville, Illinois, United States ENFOS, Inc. Full time

    We are a growing environmental software company successfully operating since 2000. We operate in the rapidly expanding environmental management industry and our customers () are some of the largest corporations in the world. Our work culture is laid back; and we avoid red tape as much as we can. This role is part of a small team where everyone gets some...

  • Strategic Communications Specialist

    3 weeks ago

    Hanover, United States MoveAmerica.org Full time

    MoveAmerica is seeking a skilled and versatile strategic communications professional to join our team in a writing and editing focused role. The primary responsibility of this role is to provide expert writing and editing services in the areas of external and marketing communications, public affairs, congressional and legislative affairs, policy, and...

  • Strategic Communications Specialist

    3 weeks ago

    Hanover, United States MoveAmerica.org Full time

    MoveAmerica is seeking a skilled and versatile strategic communications professional to join our team in a writing and editing focused role. The primary responsibility of this role is to provide expert writing and editing services in the areas of external and marketing communications, public affairs, congressional and legislative affairs, policy, and...

  • Banking Specialist I

    4 days ago

    Hanover, United States PeoplesBank Full time

    Job DescriptionJob DescriptionHow do you make a career out of cashier and customer service experience? How about a career in banking? PeoplesBank is looking for team players for our Banking Specialist opportunities today! Position SummaryThe Banking Specialist I will serve as a primary representative for the financial center in processing paying/receiving...

  • Employee Relations Specialist

    2 weeks ago

    Chicago, Illinois, United States Medtelligent Full time

    Job Description We are seeking a highly skilled and experienced Employee Relations Specialist to join our team. The Employee Relations Specialist will be responsible for managing and resolving complex employee relations issues, ensuring compliance with company policies and procedures, and promoting a positive work environment. The ideal candidate will have...

  • SAP Specialist

    7 days ago

    Park, United States Outdoor Custom Sportswear Full time

    Outdoor Custom Sportswear, LLC MRG Design Job Description Job Title: SAP Specialist Report To: Director of IT Job Site: Overland Park, KS and Grandview, MO Job Details: Full-Time - Exempt Job Overview: All potential applicants are encouraged to scroll through and read the complete job description before applying. Outdoor Custom Sportswear, L.L.C. is...