Technical Field Support Engineer III – Europe Position Available In Grafton, New Hampshire

Technical Field Support Engineer III – Europe
Job Locations
US-NH-Lebanon
Posted Date
1 week ago
(5/1/2025 8:52 PM)
Requisition

ID 2025-34391

Category Technical Services Company (Portal Searching) Dimatix, Inc.
Position

POSITION SUMMARY

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 ofpany products to meet customer needs. Provides support in disseminating technical information for specific applications. Travel will average at least 50% through serving select, top tier customers within assigned territory / region.

KNOWLEDGE

Having wide-ranging and deep product and industry experience, uses professional concepts and resources in accordance withpany objectives to resolve customer issues in creative and effective ways.

JOB COMPLEXITY

Works on highlyplex issues w analysis of situations or data requires an in-depth evaluation of variable factors. Exercises sound judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Networks with key contacts and follows the prescribed (SOP) global escalation process when requiring assistance. Acts as the technical expert and advocate for the customers’ application.

SUPERVISION

Works with little to no supervision to determines the best methods and procedures on all assignments and may be called to support or lead the activities of other personnel on project work or special assignments.

EXPERIENCE

Typically 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 experience; or equivalent experience..

ESSENTIAL DUTIES AND RESPONSIBILITIES

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 analyzesplex, 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 s 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.
Job Requirements •

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED

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 ing technology.
Advanced reasoning skills to analyze and solve customer problems.
Ability to work collaboratively across many functional departments.
Excellent written, verbal and presentation skills;mand of the English language.
Strong math andputational 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.

DESIRED:

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

PHYSICAL DEMANDS

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions. This job is performed primarily in a normal office environment, w 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.

WORK ENVIRONMENT

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions. 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 tafter. 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. any incidents involving hazardous waste to supervisor.

OTHER:

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. Dimatix providespetitive wages, a generous benefits package and a friendly, dynamic working environment. Equal Opportunity Employer Dimatix is an E-Verify Employer Company Fujifilm Dimatix, Inc. strives to offer a healthy work environment that promotes individual responsibility and growth, a collaborative spirit, and an atmosp that encourages learning, professional development and achievement. We search for the most talented and qualified people for both external and internal opportunities. At Fujifilm, performance, development and accountability are the standards to which thepany and its people strive toward. And to support its employees, we offer programs that motivate, educate and promote a healthy work-life balance, which increase employee satisfaction and overall personal well-being. Fujifilm ismitted to offering aprehensive and flexible benefit program to meet the needs of employees and their families. This flexible approach allows employees to create a program that fits their lives. At Fujifilm, INNOVATION and PEOPLE matter. Job Description

POSITION SUMMARY

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 ofpany products to meet customer needs. Provides support in disseminating technical information for specific applications. Travel will average at least 50% through serving select, top tier customers within assigned territory / region.

KNOWLEDGE

Having wide-ranging and deep product and industry experience, uses professional concepts and resources in accordance withpany objectives to resolve customer issues in creative and effective ways.

JOB COMPLEXITY

Works on highlyplex issues w analysis of situations or data requires an in-depth evaluation of variable factors. Exercises sound judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Networks with key contacts and follows the prescribed (SOP) global escalation process when requiring assistance. Acts as the technical expert and advocate for the customers’ application.

SUPERVISION

Works with little to no supervision to determines the best methods and procedures on all assignments and may be called to support or lead the activities of other personnel on project work or special assignments.

EXPERIENCE

Typically 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 experience; or equivalent experience..

ESSENTIAL DUTIES AND RESPONSIBILITIES

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 analyzesplex, 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 s 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.
Job Requirements •

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED

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 ing technology.
Advanced reasoning skills to analyze and solve customer problems.
Ability to work collaboratively across many functional departments.
Excellent written, verbal and presentation skills;mand of the English language.
Strong math andputational 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.

DESIRED:

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

PHYSICAL DEMANDS

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions. This job is performed primarily in a normal office environment, w 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.

WORK ENVIRONMENT

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions. 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 tafter. 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. any incidents involving hazardous waste to supervisor.

OTHER:

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. Dimatix providespetitive wages, a generous benefits package and a friendly, dynamic working environment. Equal Opportunity Employer Dimatix is an E-Verify Employer EEO Information Fujifilm ismitted to providing equal opportunities in hiring, promotion and advancement,pensation, 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. ADA Information If you require reasonable amodation inpleting this application, interviewing,pleting any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (fdmxbenefitsfujifilm). Options