Customer Support Tech HSIJ

The Field Service Technician – Level 4 will report to the Regional Service Manager and will be considered a specialist for the JPress, in addition to other product lines that the GCD service team supports. This level technician will demonstrate a full working knowledge of a product line including theory of operation as well as the mechanics. This technician will interact with OEM R&D to find solutions to escalated problems. They will provide solutions to complex problems as well as provide field and/or remote support to all technicians. Will be considered the SME on the service team and lead other technicians with support and repair as required. This position will require travel throughout the United States.

This position is remote with a preferred location of Milwaukee, WI.

The Graphic Systems Division of FUJIFILM North America Corporation is the largest graphic distributor in the US. We deliver world class, state of the art solutions for Ink Jet Printing, Digital Printing, Wide Format, Offset Plates, Packaging, and a full range of traditional Offset supplies. In addition, we are the industry leader in Color Standardization and G7 implementation.

Responsibilities

• 
  Assist other technicians with installations/repair as the SME for the product line they support.
• Interact with OEM R&D to find solutions to escalated problems
• Leads team in special projects requiring technical expertise
• Recognizes technical gaps and proactively pursues solutions for the team.
• Provide on-site support and repair to customers in North and South America
• Provide customer phone support as needed
• Provide solutions to complex service issues
• Maintain close communication with Technical Service Manager, Regional Service Manager and the Technical Phone Support team to ensure accurate resolution of service issues
• Develop strong working relationships with customers
• Perform pre-installation assessment and site inspection of equipment in accordance with FUJIFILM equipment requirements
• Complete and submit service activity information and paperwork timely to the appropriate group/department
• Monitor and manage the return of all parts
• Manage and complete all Preventative Maintenance requirements
• Attend training classes (locations throughout the world), to stay current on both new and existing products
• Weekend work and overtime required as needed for installations, service calls and training
• Provide technical support and direction to technicians leading to the resolution of escalated service issues
• Conduct technical training classes for technicians
• Provide sales assistance in demos and/or customer visits as needed
• Monitor critical accounts and actively participate in support activities to accomplish quick and effective problem resolution
• Communicate technical issues to the Technical Service Manager and technical support group
• Perform related duties as assigned by manager

Required Skills/Education

• 
  High School diploma or GED equivalent
• Two-year electronics or mechanical engineering degree or equivalent in field experience
• Specific technical repair knowledge and a minimum of 4 years’ experience with the Jpress product line
• Experience working with manufacturer R&D and Support for escalated issues
• Specific experience handling escalated Jpress service issues
• 8 or more years of field service experience with industry related product lines
• Extensive knowledge in electronics
• Computer skills with emphasis on operating systems and hardware.
• Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of Microsoft applications
• Outstanding customer service
• Ability to work with cross functional teams
• Strong analytical and research capabilities to evaluate opportunities and challenges and uncover new consumer insights.
• Requires a valid state driver's license (Real ID compliant), and passport
• Must be able to do extensive traveling

Desired Skills/Education

• 
  Bachelor's Degree or equivalent experience and training
• Relevant experience with specific product line the position is targeting.
• Outstanding communication, interpersonal and leadership skills.
• Excellent organizational and time management skills.
• Understand and embrace importance of communication and its role relative to the customer.
• Fluent in the Japanese language

EEO/AGENCY NOTES

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