FUJIFILM Business Innovation (FB) Expert Care helps you minimise downtime and resolve issues through a structured support network across Asia Pacific and Japan.
This support network consists of three levels. First, your issue is handled by local support teams who provide troubleshooting and on-site assistance when required. If the issue cannot be resolved, it is escalated to the next level: Regional Technical Support, which provides deeper technical analysis and troubleshooting. For issues that require product-level expertise, Japan Technical Support steps in with engineering analysis.
This integrated support structure helps to ensure issues are managed efficiently by the right expertise at every stage of the support process.
When you choose a FUJIFILM Business Innovation printer, you gain access to multi-tiered support. This begins at the local level with local support teams ready to attend to your issue. If it cannot be fixed, it gets escalated to regional and HQ levels. While some issues can be resolved by frontline support teams, more complex ones may require deeper technical analysis. When that happens, your issue goes through a series of steps.
Step 1. Self-service (non-face-to-face)
Online Services allow you to search for solutions, access troubleshooting resources and log service requests through a 24/7 support platform. For immediate assistance, the Customer Support Centre provides remote troubleshooting support through phone and video support when required.
- “I contacted the customer centre regarding a scanning issue and Consultant Hyeju Lee guided me very patiently throughout the troubleshooting process. Although we were on the phone for quite some time, she explained every step clearly in a way that was easy to understand and immediately suggested practical solutions to resolve the issue. Her calm and supportive communication made the experience much less stressful, especially when dealing with a technical problem. I truly appreciated the professionalism and customer care she demonstrated throughout the entire interaction.”
— Lee Sang Chul
Cho-A Pharm Co., Ltd.
Step 2. Local team support (face-to-face)
If a complex issue occurs, the local Customer Engineer escalates to the local technical team for further troubleshooting and assessment. If needed, on-site assistance is provided by a trained FUJIFILM Business Innovation customer support engineer.
- “Iskandar consistently demonstrated outstanding professionalism during our support experience. He responded quickly, diagnosed issues efficiently and showed impressive technical knowledge throughout the process. What stood out most was his detail-oriented approach and ability to solve problems without disruption to our operations. In a customer-facing technical role, it is rare to find someone who combines fast thinking, accuracy and strong service standards so effectively. His on-site support gave us confidence that issues would be handled properly and resolved quickly. Iskandar is truly a valuable representative of the FUJIFILM Business Innovation team.”
— Danial Azwar
Sunway International School (Johor) Sdn Bhd
Step 3. Regional technical support
If additional analysis is required, the issue is escalated to the Regional Technical Support (RTS) team. The RTS team supports local service teams when issues cannot be resolved at the local level. This includes troubleshooting, firmware analysis, system diagnostics and coordination with Japan’s Technical Support and R&D teams.
The RTS team analyses system logs, device behaviour and operating environments before coordinating with Japan teams to identify the root cause and implement solutions. Solutions may include firmware fixes, configuration adjustments and updated service procedures.
Step 4. Japan Technical Support and R&D teams
Japan Technical Support (TS) is the highest escalation level in the support framework. At this level, you are supported when an issue requires deep engineering analysis or product-level expertise that cannot be resolved at the regional level.
When required, Japan R&D is alerted if a necessary fix is needed or an area for improvement is identified. Once updated, information is passed down to technical teams so issues can be addressed across markets.
This structured escalation pathway allows local teams, regional specialists and Japan teams to work together through an integrated support network. By bridging local support teams with Japan’s engineering and R&D expertise, issues can be resolved with reduced downtime and validated technical solutions. You benefit from support that combines local responsiveness with global engineering expertise across FUJIFILM Business Innovation’s Asia Pacific network.
Guaranteed 2-Hour On-Site Support
With FB Expert Care, trained engineers equipped with service tools, technical information and product knowledge troubleshoot issues at your location. Beyond technical expertise, reliable support also depends on clear communication, accountability and customer care throughout the service journey. Customer feedback is collected regularly after installations and service visits to continuously improve service quality.
“Over the years, Mr Fok has consistently demonstrated a strong sense of responsibility and genuine care for our business operations. Whether conducting equipment inspections, resolving printer issues or supporting our IT team during urgent situations, he always approached every task with patience, professionalism and attention to detail. During a recent issue involving our laboratory machine, he coordinated closely with our team, identified the driver configuration problem and explained the solution clearly so we could continue operations smoothly. His dedication, technical expertise and customer-first attitude are key reasons why we continue to place our trust in the Fujifilm Business Innovation brand.”
— Calvin Yeung
PathLab Medical Laboratories Ltd
These experiences reflect how FB Expert Care supports you with technical expertise and dedicated service.
Whether you operate a small office, a large enterprise or a high-volume print environment, downtime can affect productivity, daily operations and customer commitments. For office environments, service disruptions can result in lost time and disruption to employees. For print shops and high-volume print environments, downtime can also affect revenue when systems are unavailable.
FB Expert Care supports you with a Technical Support Centre that connects customer service engineers, local technical teams, RTS specialists and Japan TS and R&D teams through one structured support network. This specialised expertise helps ensure issues are escalated through the appropriate technical pathway and resolved with reduced downtime.