Technical Field Support Engineer III - Europe

At FUJIFILM Dimatix Inc., printing and material deposition devices are only as good as their printheads. We are a recognized leader in the manufacturing and design of durable and productive drop-on-demand inkjet printheads that power cutting-edge systems, as well as integrated inkjet solutions that add digital inkjet capabilities to other equipment. These are part of the digitization and transformation of many applications such as commercial printing, graphics, label & packaging, additive manufacturing, ceramic tiles, textiles, electronics and life science research.

We’re looking for forward-thinkers eager to spark innovation in inkjet technology. Bring your talents to a team built on collaboration, creativity, and a passion for excellence. At FUJIFILM Dimatix, every product we make begins with the extraordinary people behind it. Join us for groundbreaking work in a flexible, engaging environment.

We’re based in two incredible locations: Lebanon, New Hampshire, surrounded by picturesque New England landscapes, and Santa Clara, California, a dynamic hub in Silicon Valley with a mix of innovation, diversity, and sunshine.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

• 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.

• 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 trouble shoot problems.

• Expert level understanding of Dimatix products and their applications
• High level knowledge of chemistry, EE/SW or fluid physics

• 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.

• Normal office environment
• Frequent travel to customer locations.
• May potentially handle hazardous waste in accordance with the safe work practices defined in Hazardous Communication and Hazardous Waste training programs. Initial training is required upon hiring status and every 3 years thereafter. Employees handling hazardous waste will insure that waste containers in their work areas are properly labeled and dated. Employees will ensure that waste containers are closed after transferring waste to them. Report any incidents involving hazardous waste to supervisor.

• 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.

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

FUJIFILM Dimatix is an E-Verify Employer