Field Service Engineer - FCPA - CT/NY/NJ Area

Oct 07, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
**Title:** Field Service Engineer \- FCPA \- CT/NY/NJ Area

**Location:** CT\-Bridgeport

**Other Locations:** Connecticut

**Job Number:** FCP00627

**Field Service Engineer**

**Fujitsu Computer Products of America, Inc** \. has been providing imaging solutions since 1989\. As an overseas subsidiary of Fujitsu Ltd\., Fujitsu Computer Products of America, Inc\. benefits from the Fujitsu Ltd\. annual investment in research and development by translating Fujitsu innovative technologies into products and solutions for the U\.S\. marketplace\. The company of over 150 employees is responsible for distribution sales and marketing, finance and administration, and engineering and technical support for the Fujitsu document imaging scanner business in the United States\. Fujitsu Computer Products of America Inc\.'s vast experience in its product areas, strong relationships with U\.S\. resellers and software partners, advanced research and development into the industry's latest technologies, and keen awareness of customer needs have all contributed to its continued success\. We are looking for a Field Service Engineer in New Jersey\.

**Objective:** Provide efficient customer support and repair of Fujitsu Imaging Products for warranty, contract, and Time and Material services along with preventative maintenance and Installation\. **Essential functions/Duties** : + Perform repair, ScanCare preventative maintenance, user training for scanners, and installation of drivers and software while meeting Service Level Achievement requirements\.
+ Be fully trained on the repair and service of all Fujitsu Scanner and Competitive Scanner Products for which on\-site service is provided\.
+ Maintain 100% utilization each work week as measured by the Weekly Service Level Achievement Report published by Dispatch\.
+ Communicate in an effective and professional manner with customers, colleagues and management at all times\.
+ Ensure that the daily call log is reviewed weekly and discrepancies between the call log and Service Book are reported to Field Service Management Ensure all calls are completed within the SLA period prior to contract expiration\.
+ Be sure no calls are missed or remain unclosed and aging without service being provided\.
+ All calls over 5 days should have dispatcher notes, and no dispatcher note should exceed 5 days without an updated note\.
+ Follow the "Deferred Process" for ScanCare PM's, Cleaning Calls and Single Event's that cannot be scheduled during the SLA period and note the name of the person requesting that the call be deferred in the "Deferred Note"\.
+ Follow the "Watch List Process" for ScanCare PM's, Cleaning Calls and Single Event's in cases where the customer cannot be contacted for scheduling\.
+ Calls should not be allowed to age more than 20 Business Days without completing, being deferred by the customer or moving to the watch list if customer contact cannot be made after a minimum of 2 calls along with voice messages \(where possible\) and an E\-mail \(where possible\)\.
+ Return spare parts as noted in Service Book Return, BPart or GPart at least once per week and Email Field Service Management with call number, part number, tracking number and date of shipment on the date returned\.
+ Take full responsibility for all parts shipped to your customers and ensure they are returned in a timely manner\.
+ Actively participate in resolving any aging spare parts return issues and ensure that all parts have been returned within 20 days of the service call\.
+ Attempt to improve utilization by setting up call events which are in close proximity to break\-fix and expedited PM's being done so that travel can be minimized and time is utilized efficiently\.
+ Travel to other territories will be required when primary territories have low call volume\.
+ Complete accurate data input and closure of all service calls using Service Book at the time calls are completed to ensure accurate parts replenishment and customer billing\.
+ Know inventory level and replenishment status for your trunk kits at all times\.
+ Maintain an accurate trunk kit inventory\.
+ Maintain all company assets \(i\.e; company van, tools, documentation, tablet computer, cell phone, etc\.\) in your possession\.
+ Report any infraction that will affect your DMV record to your manager \(company vehicle or personal vehicle\)\.
+ Provide accurate detail in a timely manner for all issues with Service that causes the Customer to be dissatisfied with Fujitsu Scanners or service practices
+ Ability to work and handle customer situations with assistance from field service management, as required\.

**Secondary Responsibilities:**

+ Cooperate with management and participate timely in resolving any SLA reporting or utilization anomalies\.
+ Promote the success of our third party service providers with your customers and be positive in all situations concerning the abilities and knowledge of our third party support to keep a positive customer perception of our overall FCPA Service Business model\.
+ Assist in the FCPA sales effort by performing service calls to support customer evaluations of Sales Demonstration Scanners being tested with customer applications\.
+ Assist marketing with scanners for trade shows that need installation, update, and repair\.
+ Perform customer satisfaction calls to large customers of FCPA scanners at the request of Field Service Management\.
+ Provide product and service contract sales lead Information to the appropriate groups whenever possible\.
+ Submit expense receipts each month to Customer Support for iExpense report processing\.
+ Submit all receipts for expenditures using the Visa PCard electronically with statement by Email each month by the 20thday of the month\.
+ Know and comply with all company policies\.
+ Input accurate odometer readings when purchasing fuel using the ARI fuel credit card for the Service Vehicle\.
+ Submit your accurate weekly time card showing hours worked including over\-time and appropriate PTO requests using the UltiPro System\.
+ Read all manuals and Product Launch Release notes you receive for new products that have been launched and answer the test questions with a passing grade in the time allocated\.
+ Efficiently schedule each work day by using Microsoft MapPoint to plot open calls and Contract locations\.
+ Notify dispatch and service sales via E\-mail of any changes to contact information when found while performing service visits in the field so the database can be corrected\.
+ Make appropriate courtesy visits to customers as required to ensure contract renewal\.
+ Ensure that any incorrect data capture on call debriefs be made accurate through timely submission of After Closing Update \(ACU\) Emails\.
+ Should be willing to work overtime and 7X24, as required\.


**Educational/Work Experience:**

+ Associates Degree in Electronics or equivalent experience\.
+ Five years experience as an electronics technician with the ability to read and understand technical service manuals\. **Skills/Abilities:** + Knowledge of circuit function and have an understanding of microprocessor controlled electromechanical devices such as laser printers, xerographic copiers, or automated paper handling devices\.
+ Must be proficient in the knowledge and use of Microsoft Windows Operating Systems\.
+ CompTIA A certified preferred\.

Fujitsu is an Equal Opportunity / Affirmative Action Employer of Minorities, Females, Individuals with Disabilities and Protected Veterans\. Job: Engineering a79f5baa940c5c5d21bde165