Product Support Specialist
Overview:
We are hiring a Product Support Specialist to work on site in our Edison, NJ location. This position will report to the Vice President, Service and will have direct contact with Fujifilm customers and third-party vendors. The Product Support Specialist has three main objectives:
- Testing of products before release.
- Deployment of approved products.
- 3rd Level Support of approved products till End of Life.
FUJIFILM North America Corporation, a marketing subsidiary of FUJIFILM Holdings America Corporation, consists of six operating divisions. The Imaging Division provides consumer and commercial photographic products and services, including silver halide consumables; inkjet consumables; digital printing equipment, along with service and support; personalized photo products fulfillment; film; one-time-use cameras; and the popular INSTAX® line of instant cameras, smartphone printers, instant film, and accessories.
The Electronic Imaging Division markets its GFX System and X Series lines of mirrorless digital cameras, lenses, and accessories to provide a variety of content creation solutions for both still and moving imagery. The Optical Devices Division provides optical lenses for the broadcast, cinematography, closed circuit television, videography, and industrial markets, and also markets binoculars and other optical imaging solutions.The Graphic Communication Division utilizes its extensive industry knowledge to develop fully supported traditional and digital print solutions for industries including commercial print, wide format, and packaging with its comprehensive line of digital inkjet presses, production toner printers, and software.
The Industrial Products Division delivers new products derived from Fujifilm technologies including data storage tape products, including OEM and FUJIFILM Ultrium LTO cartridges, desalination solutions, microfilters and gas separation membranes.
The Non-Destructive Testing Division delivers radiography solutions to ensure high accuracy inspection of transportation infrastructure, and assets within aerospace, and oil and gas industries.
External US:
Responsibilities
Training functions previously performed by the existing vendor will transition back to Technical Service, which change creates a need to strengthen the Product (Equipment) Specialist team. This position will be responsible for providing “Train the Trainer” sessions for the new vendors across all of the equipment supported.This position will be responsible for developing technical documentation on supported equipment and providing Level III call support.
- Interfacing with Fuji Japan, internal software development, and outside vendors to ensure products meet quality standards and are serviceable.
- Ensuring manual and remote methods of deployment are successful and efficient.
- Support documentation and training needs, along with direct 3rd level support for 2nd level technicians.
- Researching and resolving post release issues which may require communications back to the manufacturer or development.
Strategic objectives:
- Prepare and conduct train the trainer sessions for vendors.
- Responsible for the technical documentation.
- Provide third level phone and on-site support for field support staff, including contractors and our customers service staff.
- Communicate with Service Management and International Staff regarding product performance.
- Facilitate with Marketing and Development necessary feature changes and bug fixes within hardware and software to help reduce Service costs.
- Test & evaluate new products & provide recommendations through in-house & field tests.
- Plan & implement product updates and modifications & follow through to completion.
- Work with new product project team to create installation Kits/User guides for Techs and for warehouse per marketing’s requirements.
- Monitor and evaluate field reports post deployment of new products for equipment & technician performance. Provide recommendations.
- Determine the need to develop & implement changes to training, repair methods, or product improvement and communicate this information to appropriate parties.
- Generate Deployment, Beta/Pilot, support, and training plans.
- Manage and track remote and manual deployment of approved software/scripts/templates for all software either developed or outsourced by Fuji.
- Manage EMR documentation to further support field staff, as well as spot trends and issues.
- Provide internal support and service delivery system analysis for managed services their tools and systems.
- Work directly with consumers to gather requirements and to specify the systems operational behavior and provide feedback to SSD.
- Participate as a member of the SSD project teams to further define and document features, plan the phased cut-in of those features and support testing and release activities.
- Continually learn and teach current industry standards.
- Motivate and counsel team members.
- Possess and apply a broad knowledge of principles, practices, and procedures of field of specialization to the completion of difficult assignments.
- Possesses and applies comprehensive knowledge of field of specialization to the completion of complex assignments.
- Under general supervision, plans, conducts and supervises assignments. Reviews progress and evaluates results.
- May be assisted by Entry/Junior or intermediate level personnel.
- Recommends changes in procedures.
- Reviews progress with management.
Required Skills/Education:
- 5 years’ experience as Field Support Representative servicing Fuji equipment. 5 years as a Fuji Technical Specialist is preferred . Vocational training in photo science or 3-6 years of photofinishing technical experience with mechanical and electronic troubleshooting.
- Strong working knowledge of computer and networking fundamentals.
- A minimum of five years of related systems experience.
- Strong leadership, internal & external communication, and organization skills.
- Strong verbal and phone skills as well as the ability to provide presentations and training.
- Ability to create and edit customer and technician level documents.
- User training skills and practical experience in service-related activities and be familiar with cutting edge service delivery tools and systems.
- Knowledge of PC environments as they relate to implementing decisions support tools.
- Software language knowledge / experience a plus.
- Ability to travel up to 75%.
- Ability to lift 60 lbs.
- Ability to handle and mix photofinishing chemicals during testing, at trade shows and support centers, and customer visits.
Benefits:
- Medical, Dental, Vision
- Life Insurance
- 401k
- Paid Time Off
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.