Position Summary:

We are currently seeking a knowledgeable and customer-focused Device Technology Technical Support Specialist to provide technical support, implementation assistance, troubleshooting, and training for Fujifilm Canada's Office Toner Based Equipment solutions. In this role, you will work closely with Channel Partners, customers, vendors, and internal teams to support print management, document workflow, hardware, software, and related business process solutions. The successful candidate will play a key role in delivering exceptional customer experiences through effective solution deployment, expert technical guidance, and continuous improvement initiatives.

Position Responsibilities:

Solution Implementation and Support

• Configure, implement, test, and support print, scan, fax, document management, print management, secure print, document capture, and workflow solutions.
• Support installations, upgrades, configurations, testing, post-implementation activities, and on-site technical support as required.

Technical Troubleshooting and Case Management

• Diagnose, resolve, document, and follow through on technical support cases involving hardware, software, connectivity, network, operating system, application, cloud service, and workflow issues.
• Escalate and coordinate complex issues with internal teams, Technical Specialists, manufacturers, and other subject matter resources as required.

Customer, Channel Partner, and Internal Support

• Provide timely, professional, customer-focused technical assistance to Channel Partners, customers, and internal Fujifilm Canada teams.
• Participate in customer meetings, technical reviews, implementation planning, and training activities as required.

Training, Documentation, and Knowledge Sharing

• Deliver product, solution, and troubleshooting training to Channel Partners, customers, and other audiences.
• Develop and maintain technical documentation, knowledge articles, configuration guides, troubleshooting procedures, and support standards.
• Participate in knowledge-sharing activities, special projects, and continuous improvement initiatives.

Continuous Improvement, Compliance, and Administration

• Identify recurring issues, perform root-cause analysis, and recommend improvements to products, processes, documentation, standards, and support procedures.
• Maintain accurate records of support activity, project status, training, escalations, resolutions, and follow-up actions.
• Maintain current knowledge of relevant industry trends, technologies, cloud services, cybersecurity considerations, and support practices.
• Comply with customer policies, site-access requirements, safety procedures, security protocols, escalation procedures, service standards, and other applicable workplace policies.

Skills / Experience:

• Five or more years of experience in field service, technical support, systems administration, or solution implementation, preferably working with Office Toner Based Equipment products.
• Experience supporting print management, document workflow, managed print, business process, or enterprise content management solutions.
• Strong knowledge of multifunction printers, print drivers, print servers, scanning, faxing, secure print, fleet management, document capture, and workflow technologies.
• Working knowledge of Windows desktop and server environments, Microsoft Office, networking, TCP/IP, authentication, cloud-based services, and basic security concepts.
• Ability to troubleshoot technical issues, manage support cases, prioritize work, and follow through independently.
• Experience providing technical training, demonstrations, documentation, or knowledge transfer to customers, Channel Partners, or internal teams.
• Strong communication, interpersonal, and relationship-building skills, including the ability to explain technical concepts to non-technical audiences.
• Ability to work effectively with customers, Channel Partners, vendors, internal teams, and other cross-functional stakeholders.

Compensation and Benefits:

Salary Range: The annual base salary for this position is $80,000 - $97,000. The exact salary offered will be based on the candidate’s qualifications and experience relative to the requirements of the role. 

Variable Compensation: This role is eligible for an annual performance-based bonus in accordance with the Annual Corporate Performance Bonus Plan.

Benefits: We offer a comprehensive benefits package that includes extended health, dental, and vision coverage, defined contribution pension plan, paid vacation, personal and sick days, and wellness programs designed to support your overall well-being.  Employees can also take advantage discounts on Fujifilm products.

Work Arrangement and Hours:

This is a fully remote position requiring regular travel and a standard workweek of 37.5 hours, with occasional overtime as needed.

Vacancy:

This posting is intended to fill a current vacancy.

AI Disclosure:

Please note that artificial intelligence (AI) tools are not used to assess candidates during the hiring process.