Technical Field Support Engineer III - Europe in London

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. Supports dissemination of technical information for specific applications. Travel averages at least 50% within the assigned territory.

Responsibilities

• Maintain productive and positive technical support relationship with top tier strategic customers.
• Collaborate with Dimatix Sales and Business Development to provide primary layer of customer interaction.
• Deliver timely responses to customer inquiries and follow through on all tasks and action items.
• Conduct customer training both on-site and at Dimatix facilities as required.
• Assist in development of technical support documentation, training literature, and programs.
• Creatively analyze complex, vague, and difficult customer problems; arrive at logical conclusions or hypotheses.
• Engage global Customer Support colleagues through the global escalation process for customer case resolution.
• Communicate with other Dimatix departments as necessary and appropriate to respond to customer inquiries.
• Provide support to Engineering and Business Development through defined feedback channels to ensure customer product requirements are met.
• Participate in and/or lead teams for product-specific problems and development opportunities.
• Prepare trip reports on the status of customer products, issues, and opportunities for each customer visit.
• Extensively travel to customer sites and Dimatix facilities, occasionally on short notice.
• Travel to exhibitions and provide support on product demonstrations.
• Regularly train in Dimatix-New Hampshire to stay current with new products, processes, applications, and technology.
• Provide input to product planning and upgrade activities.
• Perform all required administrative work on-time and accurately: time sheets, expense reports, trip reports, etc.

Experience

Generally 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 of experience; or equivalent experience.

Qualifications

• Excellent customer interaction skills.
• Bachelor's degree with at least 6 years of related experience; or Master's degree with 5 years; or PhD with 3 years.
• 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

The job is performed primarily in a normal office environment. During site visits, the environment includes factory floor time with higher noise levels. The job involves standing, walking, sitting, using hands and fingers, some reaching and ability to lift up to 10 pounds.

Work Environment

Normal office environment with frequent travel to customer locations. May handle hazardous waste according to safety procedures; initial training required at hiring and every 3 years thereafter.

Other

Primary objective is to ensure quality, delivery and cost controls meet or exceed all internal and external customer requirements. Must abide by the Employee Handbook and other company policies.

Benefits

FUJIFILM Dimatix provides competitive wages, a generous benefits package and a friendly, dynamic working environment.

Equal Opportunity

Fujifilm is an E‐Verify Employer. 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. If you require reasonable accommodation in the application process, contact our HR Department.