Top Product Support Executive jobs in Middlesex, NJ

Overview

Position Description

This position will report to the Vice President of Technical Services and will have direct contact with Fujifilm customers and vendors.  The Product Support Specialist has three objectives:

• Testing and evaluation of products before release.
• Deployment of approved products.
• 3rd Level Support of approved products until End of Life

FUJIFILM North America Corporation consists of five divisions including Imaging, Electronic Imaging, Graphic Systems, Optical Devices, and Industrial Products and Corporate New Business Development. These companies market a broad range of consumer and commercial products in North America and Latin America. The Imaging Division (ID) provides consumer and commercial photographic products and services. The Electronic Imaging Division (EID) markets consumer digital cameras; the Graphic Communications Division (GCD) supplies products and services to the graphic printing industry; the Optical Devices Division (OD) provides optical lenses for broadcast, cinematography, closed circuit television and binoculars. The Industrial Products Division (IPD) supplies cutting edge digital imaging and conventional film, chemistry, and equipment to the NDT industry.

External US

Responsibilities

This position will assist in providing “Train the Trainer” sessionsl of the equipment supported.  This position will assist with developing technical documentation on supported equipment. This position will interface and provide support with the local Senior Technical Product Specialist, Advanced Hardware Development Manager to ensure products meet quality standards and are serviceable.

• Ensures 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.
• Researching and resolving post release issues which may require communications back to the manufacturer or development.

Strategic objectives:

• 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.
  • Determine the need to develop & implement changes to training, repair methods, or product improvement and communicate this information to appropriate parties.
• 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.

Other:

Regular aspects to position outside normal office conditions.

• 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. 
• 5 years as a Fujifilm Technical Specialist is preferred. 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.

• A minimum of five years of related systems experience.
• 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 / AGENCY NOTES

Fujifilm is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, and any other status protected by federal, state, or local law.

To all agencies: Please, no phone calls or emails to any employee of Fujifilm about this requisition. All resumes submitted by search firms/employment agencies to any employee at Fujifilm via-email, the internet or in any form and/or method will be deemed the sole property of Fujifilm, unless such search firms/employment agencies were engaged by Fujifilm for this requisition and a valid agreement with Fujifilm is in place. In the event a candidate who was submitted outside of the Fujifilm agency engagement process is hired, no fee or payment of any kind will be paid.