Technical Support Engineer - FCPA- Sunnyvale, CA

Sunnyvale, CALIFORNIA | 6 months
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Job Summary

Fujitsu US

$137,082 Average salary of similar jobs | Check Salary...

Job Description

Technical Support Engineer - FCPA- Sunnyvale, CA-FCP00759



Technical Support 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 Technical Support Engineer for our Sunnyvale, CA office.


Provide high quality first level technical support to external customers, end-users, and Value Added Resellers with timely response and resolution to ensure total satisfaction of Fujitsu imaging products and software.
Primary Functions and Duties:

  • Provide exceptional technical support to FCPA customers and Value Added Resellers,  including instruction on proper usage of scanning equipment and software applications, along with applicable follow-up with previously assisted customers
  • Independently demonstrate initiative to increase knowledge of Fujitsu scanner products, software solutions, and troubleshooting techniques by reviewing resolution details of previously escalated calls, performing independent lab study, and keeping current on reviewing newly published and / or updated Knowledgebase content 

  • Resolve customer issues over the phone and / or chat and Email using proper troubleshooting techniques, diagnosis, and proprietary applications

  • Demonstrate good judgement to ensure timely escalation of support requests when reasonable troubleshooting efforts have been exhausted at the first level

  • Meet or exceed expected levels of customer satisfaction in the areas of “knowledge” and “courtesy”, as measured monthly

  • Achieve department utilization rate, as measured monthly, by effectively managing activities to be productive in between customer contacts

  • Demonstrate cognizance of individual phone behaviors to ensure availability for accepting inbound delivered calls in a timely manner, effective management of refused call mitigation, and post-call administrative time

  • Meet or exceed expected levels of cases logged against inbound calls received along with capturing of symptoms and resolutions with accurate technical details as measured monthly
  • Ensure that cases logged include thorough documentation of all customer details, product information, troubleshooting notes, and diagnostic results in TAC database

  • Manage individual work queue work queue to mitigate prolonged aging, along with appropriate actions to ensure the customers issue is resolved to their satisfaction

  • Effectively apply knowledgebase content to qualify escalations for next level support assistance and that the results of those escalations meet or exceed expected levels of “invalid escalation” rate as measured monthly

  • Communicate in a productive, professional, and technical manner with all support calls to provide effective and timely solutions to our customers with no compromise to quality of support

  • Collaborate with our customers to identify opportunities to create value through product refresh, software solutions, while highlighting our service and trade-in programs to generate sales leads

  • Proactively assist in queue calls when staffing levels are in jeopardy, while effectively prioritizing task activities

Marginal Functions / Duties:

  • Secure consent on customer interactions to log end user E-mail addresses to provide optional, post-technical support surveys for measurable feedback

  • Attend departmental and companywide meetings

  • Participate in special projects to improve department efficiency and productivity as assigned by management

  • Assist in product registration for customers as needed

  • Actively participate in developmental opportunities to progressively improve product, procedural, and customer engagement techniques as scheduled

  • Complete all training courses before defined company deadlines

  • Know and comply with all company and department policies and procedures


Ideal Candidate Attributes:

  • Demonstrates a consistent, positive representation of organizational values
  • Engaged and committed to excellent execution of assigned responsibilities
  • Ability to embrace change and execute actions to support the success of organizational objectives
  • Recognizes opportunities to leverage organizations service and product offerings to support revenue generation initiatives
  • Exhibits a career growth mindset by looking for opportunities to enhance skillset and contribute in other functional areas for the achievement of business objectives
  • Receptiveness to constructive feedback for progressive improvement with individual development
  • Capacity to demonstrate a solutions oriented approach to meet and exceed service delivery objectives
  • Commitment to maintaining a reliable presence within the workplace and flexibility to support business needs
  • Accountable for procedural and technical process deviations, with commitment to mitigating future incidences

Educational, Experience, and Desired Skills:

  • A minimum of 2 years experience in technical support or direct customer interaction

  • Associate Degree or combination of equivalent education and experience

  • Bi-lingual proficiency in Spanish or French a plus

  • Excellent communication skills in both verbal and written form

  • Fundamental knowledge of current computer hardware and software products

  • Understanding of electronic principles and theory

  • Familiarity with TWAIN, ISIS and scanner syntax a plus

  • Previous experience in Cloud based services, tools, and applications is preferred

  • Proven mechanical and / or electro-mechanical aptitude is preferred


Job Type
Primary Location

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