Inside the Making of FUJIFILM Business Innovation Assured Expertise: Engineer Training, Skills and Continuous Learning

At FUJIFILM Business Innovation (FB), exceptional support starts with genuine care and deep expertise. Behind every interaction is FB Assured Expertise, an internal framework built around continuous training and service improvement to provide you with the best support.

Beyond resolving immediate issues, the framework aims to build trust over time. Reliable support comes from delivering every promise with the same high standards every time you need it.

That consistency is the result of a commitment to continuous learning and certification. When engineers keep improving their skills, you benefit from faster resolutions, deeper expertise and more proactive care.

FUJIFILM Business Innovation engineers are equipped with industry-recognised certifications through the Certified Service Excellence Programme. It sets the competency and assessment standards that guide their professional development.

• Industry recognised certifications: Engineers pursue CompTIA qualifications, including ITF+ and A+ for call centre agents and Network+ and Security+ for technical roles. These certifications verify technical competence, ensuring your FB Support team has the foundational knowledge to diagnose and resolve issues.
• Annual skill assessments: The After Service Management (ASM) team conducts annual assessments, covering IT fundamentals, Device Technology (Printer, Multifunction Printer, Software) and Graphic Communications (GC) Production Printers. The assessment process includes registering participants, scheduling exams, tracking results and following up with improvement plans.
• FUJIFILM Customer Advantage Service Training (CAST): The specialist training programme ensures that engineers working with GC customers have domain-specific expertise in professional printing solutions.
• Multi-skilled development: Comprehensive support requires both hardware and software skills. Engineers are trained in network environments, security settings, cloud services and digital workflows to address issues based on each customer's business environment.
• Ongoing product training: Engineering teams participate in product launch activities, technical webinars, e-learning modules and hands-on training. They also complete pre-launch testing and firmware validation in preparation for new product delivery.

Technical expertise solves the problem, but professionalism shapes the experience. This attitude is what turns a repair visit into a trust-building moment.

When you contact customer support, our engineers respond with empathy and clear communication.

When engineers need your cooperation, they incorporate transparency into the process. They explain the reason before asking for any information to give you confidence at each step.

FB engineers take ownership of a case until it is resolved, rather than quickly closing it just to check the box. 

This standard is consistent across all the countries in the Asia Pacific region. Professionalism is reinforced through ongoing training. Experienced staff, many of whom have long service records, bring this culture into every customer interaction.

FB Assured Expertise runs on a closed-loop feedback system. The information received from each case feeds back to improve engineer training and support delivery.

The process works in five steps:

1. Engineers deliver service. You request support, whether on-site, by phone or remotely, and an engineer responds to it.
2. You provide feedback. Satisfaction surveys are sent at 90 days and 360 days after new installations. Phone follow-ups are conducted after on-site visits.
3. Feedback is analysed. The Customer Experience department reviews satisfaction data. The shared service centre also reviews call recordings to identify potential improvements.
4. Targeted training closes the gap. Assessment results and feedback analysis are used to develop training plans. The training addresses the identified gap, whether it's technical or communication skills.
5. Engineers deliver improved service. Individual case insights are shared with customer centre leaders and the Regional Technical Support team. Improvements are shared across all markets.

This cycle is continuous. Your feedback directly contributes to a better support for you and other customers.

Every element of FB Assured Expertise, from certifications to professionalism and a feedback system, leads to one outcome: reliable support that keeps your operations running consistently in every market.

It builds on clear service commitments:

• Average response time: within 2 hours
• First Time Fixed Rate target: 95%
• Total Satisfaction Guarantee: successful repair or a 1-to-1 replacement

_{*The above service commitment varies from country to country.}

Our standardised business processes enable these commitments. The ITSS service management platform tracks every case from start to finish. Regular audits between Customer Service and Support Operations (CSSO) and customer support departments ensure expectations are constantly met.

When support is built on certified expertise, genuine professionalism and a system that keeps improving, the result is not just faster fixes but also a partnership you can rely on over time.