Product Support Specialist

Product Support Specialist

We are hiring for a Product Support Specialist who will report to the Manager of Imaging Service and involves direct interaction with Fujifilm customers, internal teams, and third-party vendors. The Product Support Specialist is responsible for ensuring the quality, deployment, support, and training of Fujifilm's approved products throughout their lifecycle.

Primary Objectives:

• Testing and validating products prior to release.
• Managing deployment of approved products via manual and remote methods.
• Providing third-level (L3) support internally and to vendors until product End of Life (EOL).
• Developing and delivering training programs and documentation for internal teams and customers.

Responsibilities:

• Assist in providing "Train the Trainer" sessions for the new vendors across all the equipment supported.
• Assist with developing technical documentation on supported equipment.
• Interface and provide support with the local Senior Technical Product Specialist, Advanced Hardware Development Manager, and outside vendors to ensure products meet quality standards and are serviceable.
• Ensure manual and remote methods of deployment are successful and efficient.
• Support documentation and training needs, along with direct third level support for 2nd level vendor trainers and field technicians.
• Research and resolve post release issues which may require communications back to the manufacturer or development.
• Provide third level phone and on-site support for field support staff, including contractors and our customers service staff.
• Communicate with Service Management and Senior Technical Product Specialist 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.
• Organize, design, and provide training instruction classes for the product (equipment) to third party vendor personnel.
• Monitor and evaluate field reports post deployment of new products for equipment & technician performance. Provide recommendations.
• 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.
• 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.
• Ability to lift 60 lbs.
• Travel up to 50%
• Chemical Handling: Handling and mixing of photofinishing chemicals during testing, at trade shows and support centers, and customer visits.

Required Skills/Education:

• 5 years' experience as Field Support Representative servicing photographic equipment or related systems experience OR 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.
• 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.

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.