Technical Support Specialist

Company Profile:

Fujifilm plays a vital role in Europe, operating through a network of over 50 group companies and branches, with a dedicated and passionate workforce of more than 7,000 individuals contributing to R&D, manufacturing, sales, and services. At the heart of our strategic operations lies FUJIFILM Europe GmbH in Ratingen, Germany, serving as our headquarters, overseeing activities across the entire EMEA region.

Guided by our Group Purpose, "Giving Our World More Smiles," we are passionately driving innovation and revolutionizing our business in diverse industries across Europe. These include medical technology, biopharmaceuticals, electronic materials, industrial products, chemicals, graphic systems, optical devices, data storage, and all realms of photography.

By embodying our Group Purpose, we strive to create products and services that not only bring joy and fulfillment to our customers but also enhance the well-being of our planet and society at large.

To learn more about our impactful initiatives and the positive changes we are making, please visit

Overview:

We are looking for an exceptional

Technical Support Specialist - Production Printing (f/m/d)

to support our range of production printing systems in the European Fujifilm service network. To provide technical expertise to assist the successful launch of new products in the European market. To identify and resolve technical problems related to specific Fujifilm products at customer and dealer sites in Europe. To analyse, manage and improve the quality and service performance of specific Fujifilm products throughout the product lifecycle. To conduct training and workshops for technical community in Europe to enable best in class product support.

About the role:

The nature of the role is likely to change over the product life cycle from a high level of travel and field support to a more office based remote support role (currently approx. 80/20% split). It is envisaged this will change significantly and therefore a high level of adaptability and flexibility is essential to be able to manage these changes in the role.

The European Fujifilm service and support organization is based in Ratingen. Generally, the willingness to travel is very important for this role.

Work flexibility is expected with the rest of the quality and support product group team. The goals of the Product Quality and Technical Support function are to steer Fujifilm towards increased levels of customer satisfaction and profitability.

Responsibilities:

• Ensure launch readiness of the customer service organization in Europe for new products: Provisioning of relevant service documentation and initial product training.
• Pre-launch support materials and information is provided to launch team, including marketing team and national service teams.
• Provide technical 2nd level escalation support for internal and external service network in Europe, from remote or on-site.
• Manage and support products throughout their lifecycles to Fujifilm subsidiaries and distributors, including new product launch support.
• Ongoing analysis and control of product and service performance against defined Key Performance Indicators. Identifying reasons for deviations and shortfalls and develop strategies to achieve ongoing improvements of product performance and assisting to accelerate service productivity and service profit.
• Develop strategies how to implement new service and support tools, like remote support and collaboration tools, to the service community in Europe for continuous improvement.
• Planning and conducting technical trainings workshops with internal and external participants, either from remote or in a classroom environment to enable best in class product support.
• Responsibility for Knowledge Management in the technical area. This includes creation and distribution of technical bulletins and assistance and guidance for the creation of new knowledge articles in the Fujifilm knowledge base.

Qualifications:

We are looking for someone who has exceptional technical aptitude and problem-solving skills.

Along with this, you also have:

• Minimum of 5 years technical experience with xerographic production printers from manufacturers like Canon, HP, Konica Minolta, Ricoh or Xerox.
• In-depth knowledge of digital printing and xerographic printing industry
• Excellent troubleshooting skills to diagnose technical problems on printing products
• Current Electrical Practicing License (or ability to obtain one)
• Good IT skills, including MS Office, MS-Windows and IT-networking.
• Excellent ability to work autonomously and prioritise workload
• Fluent in English (German is a plus)
• Outstanding verbal and written communication skills
• Commitment to customer satisfaction

Competencies:

• Team player: works well within a multicultural and diverse environment. Effective and collaborates with others to ensure that the team goals are achieved
• Interpersonal skills: Demonstrates appropriate interaction with others and fosters a positive working environment.
• Good communicator: Must demonstrate excellent communication abilities with varied and diverse skill audiences.
• Can work independent and self-sufficient and self-motivating.
• Problem solving: demonstrates an ability to identify a problem, find the root cause and present appropriate solution.
• Hands on pragmatic style
• Self-starter and resourceful enough to be able to work without immediate support at off site locations
• Diplomatic and customer friendly
• Adaptive to dealing with different cultures
• Prepared to frequently travel overseas for extended periods of time and often at short notice.
• Confident communicator and motivator
• Tenacity and resilience with strong "follow up skills"
• Results orientated with a desire to see things through

What do we offer?:

We offer an exciting work environment, diverse tasks with highly international work. In addition we offer an attractive compensation package as well as personal growth opportunities associated with working at a global and innovative company.

Additional Information:

If you are interested to join our team, please send us your application (including CV, copies of certificates, references, earliest entry date and salary expectation).