Customer Support Technician - Remote Support

Lensa; Indianapolis (IN); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Support Technician to provide remote technical support. This role involves troubleshooting complex issues, assisting clients via phone and online, and ensuring minimal downtime. With opportunities for travel and training, this position is perfect for those looking to grow in a dynamic environment. Join a team that values innovation and customer satisfaction, where your contributions will make a significant impact. If you have a passion for technology and a commitment to excellence, this position is for you!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Paid Time Off

Qualifications

• 5+ years of field service experience with industry-related product lines.
• Excellent troubleshooting skills for complex technical problems.
• Proficient in 2+ product line technologies.

Responsibilities

• Provide timely technical support and problem resolution to all customers.
• Analyze and evaluate equipment performance.
• Develop strong business relationships with client personnel.

Skills

Troubleshooting

Critical Thinking

Customer Service

Technical Support

Communication Skills

Field Service Experience

Error Code Analysis

Product Line Knowledge

Education

Bachelor's Degree in Electromechanical or Graphics Arts Technology

High School Diploma or GED

Tools

Salesforce Service Cloud

Job description

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Lensa is the leading career site for job seekers at every stage of their career. Our client, FUJIFILM Corporation, is seeking professionals. Apply via Lensa today!

Position Overview

The Customer Support Technician – Remote Support will be responsible for providing technical support advice and consultation to Fujifilm clients via phone, online, or other methods. Travel approximately 15% required for training and development for in-house or on-the-job opportunities.

Company Overview

At FUJIFILM North America Corporation, we’re many things to our customers. We’re looking for passionate, mission-driven people to help us continue to innovate.

With five operating divisions, there’s a lot of opportunity to find your niche and make an impact. Perhaps you’ll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax. Maybe you’ll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division—they offer office and commercial print solutions and enable digital transformation. And if you’re interested in tape, check out our Industrial Products Division—they develop data storage solutions.

We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City.

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

Responsibilities

• Provide timely technical support and problem resolution to all customers.
• Monitor critical accounts and actively participate in support activities to minimize downtime for customers.
• Triage via KT (Kepner-Tregoe) analytics, TeamViewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines that the BID service team supports.
• Analyze and evaluate equipment performance.
• Provide on-site service and installation support as needed for training and development purposes.
• Provide on-site customer support during periods of high activity.
• Provide technical support to other technicians as needed via phone, Teams, or other remote software tools.
• Assist with demos and customer visits as needed.
• Develop strong business relationships with client personnel.
• Complete all required reporting procedures related to phone and software support.
• Record all activities accurately and timely using the proper tracking system.
• Attend training to develop necessary knowledge and skills for servicing BID supported equipment.
• Communicate technical and escalated issues to the Regional Service Manager and Technical Service Manager.
• Perform related duties as assigned by the manager.

Required Skills/Education

• Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines.
• HS Diploma or GED.
• 5+ years of field service experience with industry-related product lines.
• Proficient in 2+ product line technologies.
• Excellent troubleshooting skills for complex technical problems.
• Experience with KT analytics.
• Ability to decipher error codes and determine faulty components or spare parts.
• Strong critical thinking and decision-making skills.
• Knowledge of multiple product lines, including theory of operation, mechanics, and software support.
• Computer skills, especially operating systems and hardware.
• Excellent communication skills (verbal and written), proficiency in Microsoft applications, and outstanding customer service.
• Valid state driver’s license (Real ID compliant) and passport.
• Ability to travel up to 15%.

Desired Skills

• 10+ years of servicing equipment for digital press, wide-format, CTP, or Print on Demand industries.
• Knowledge of Salesforce Service Cloud.
• Proficient in 3+ product line technologies.
• Thorough understanding of Fujifilm’s equipment portfolio.

Salary and Benefits

• $32.00–$36.00/hour depending on experience.
• Medical, Dental, Vision insurance.
• Life Insurance.
• 401(k) plan.
• Paid Time Off.

EEO/Agency Notes

Fujifilm is an equal opportunity employer. No phone calls or emails to employees about this requisition. Resumes from search firms/employment agencies are the property of Fujifilm unless engaged under a valid agreement. No fee will be paid for candidates submitted outside the agency process.

EEO and ADA Statements

Fujifilm provides equal opportunities in all employment aspects. For accommodations, contact our HR Department at [e-mail].

Job Locations: US-Remote

Posted Date: 2 weeks ago (4/17/2025 12:49 PM)

Requisition ID: 2025-34305

Category: Service

Company: FUJIFILM North America Corporation - Business Innovation Division

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting