Provides field technical support for key account and/or strategic customers on all aspects of established and new products. Visits customer sites regularly to solve problems, build relationships, understand specific support requirements, and lead application development activities. Provides and coordinates technical training for customer personnel. Assists Sales, Business Development, and other staff in the practical application of company products to meet customer needs. Provides support in disseminating technical information for specific applications. Travel will average at least 50% through serving select, top tier customers within assigned territory / region.
Responsibilities
* Maintains productive and positive technical support relationship with the top tier set of strategic / key customers.
* Works as a team with Dimatix Sales and Business Development to provide primary layer of customer interaction.
* Delivers a timely response to customer inquiries; follows through on all tasks and action items.
* Conducts customer trainings, both on-site and at Dimatix facilities as required.
* Assists in the development of technical support documentation, training literature, and programs.
* Creatively analyzes complex, vague, and difficult customer problems; arrives at logical conclusions or hypotheses.
* Works closely with global Customer Support colleagues through the global escalation process to engage engineering and other analytic resources for customer case resolution support.
* Communicates with other Dimatix departments as necessary and appropriate to respond to customer inquiries.
* Provides support to Engineering and Business Development through defined feedback channels to ensure customer product requirements are known and met.
* Participates in and/or leads teams for product specific problems and development opportunities.
* Prepares Trip Reports on the status of customer products, issues, and opportunities for each customer visit.
* Extensively travels to customer sites and Dimatix facilities, occasionally on short notice.
* Travels to exhibitions and provides support on product demonstrations, etc.
* Regularly trains in Dimatix-NH to stay current with new products, processes, applications, technology, etc.
* Provides input to product planning and upgrade activities.
* Performs all required administrative work on‑time and accurately: time sheets; expense reports; trip reports; etc.; Other duties as may be assigned.
* Each employee's primary objective is to assure that the quality, delivery and cost controls within his/her control meet or exceed all of our internal and external customers' requirements.
* Each employee is required to abide by the Employee Handbook and the rules and regulations explained and provided at each orientation and training session. Special attention must be given to the safety aspects of these documents.
Qualifications
* Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience.
* Excellent customer interaction skills.
* Bachelor Degree and with a minimum of 6 years of related experience; or 5 years and a Master's degree; or a PhD with 3 years' experience.
* Expert level understanding of digital printing technology.
* Advanced reasoning skills to analyze and solve customer problems.
* Ability to work collaboratively across many functional departments.
* Excellent written, verbal and presentation skills; command of the English language.
* Strong math and computational skills.
* Minimum 5 years of customer support experience, including 3 years of field service support.
* Ability to educate customers on systems and troubleshoot problems.
Desired
* Expert level understanding of Dimatix products and their applications.
* High level knowledge of chemistry, EE/SW or fluid physics.
Physical Demands
This job is performed primarily in a normal office environment, where the noise level is moderate. During site visits the environment will include factory floor time with higher noise levels. The job involves standing, walking, sitting, using hands and fingers, some reaching and the ability to lift up to 10 pounds.
FUJIFILM Dimatix is an E‑Verify Employer 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 (fdmxbenefits@fujifilm.com).
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