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. 

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