FUJIFILM Dimatix maintains a deep, multi-layered team of support to maximize the success of our customers. A focus on customer excellence pervades our organization from top to bottom and in every interaction we have among ourselves and with customers. We’ve stacked our teams with some of the most experienced printhead technologists in the world and assembled this in a way that compounds a strength in service that must be experienced to be truly understood!
Our customer support organization isn’t a team at FUJIFILM Dimatix, it IS the team of FUJIFILM Dimatix. Each of our functions works together to create the best printhead support experience in the world.
Customers can use our technical support portal to ask for help or search the knowledge base. (Login required)
The Product Reliability and Support Lab is where printhead problems are analyzed with the latest insights from the various laboratory organizations at FUJIFILM Dimatix. Printhead issues are not only analyzed individually for each customer’s needs today, but failure data is captured in a methodical way to allow data to be aggregated across our product lines for trending and identification of subtle effects that may be difficult to identify from individual printheads or small sample sizes.
With Product Reliability and Support Lab facilities in Lebanon, NH, and Shanghai, China, our global customers can receive fast service with a minimum of shipping time.
The Fujifilm Service Depot in Shanghai, China
The FUJIFILM Dimatix Global Technical Support team engages with customers during the product life cycle, including during the development of new printers as well as during continuous improvement and ongoing use. Global Technical Support is staffed both locally where our customers reside as well as at our engineering and manufacturing sites.
GTS provides convenient access to a wealth of technical product information on a user-friendly web portal. It is partnered closely with both the Failure Analysis and Prevention Lab, and the Printhead Test Lab team to help ensure a maximum level of comprehensive technical depth.
The Printhead Test Lab (PHTL) team performs the jetting evaluation of our printhead designs during development phases. This provides internal printhead developers the knowledge they need to advance their designs. The team tests customer-provided inks in FUJIFILM Dimatix printheads using performance metrics targeting each specific application. The PHTL uses state-of-the-art tools and processes for print quality assessment, image simulation, application development, and customer support.
The Failure Analysis and Prevention Lab is a laboratory dedicated to maximizing the value of our products. This includes testing to proactively prevent failures through strong design choices, as well as testing to understand and remediate failures.
The team is staffed with diverse and talented experts with experience across applications as well as a broad range of knowledge and testing skills. Lab personnel have specialized expertise in inkjet material properties, disassembly of bonded assemblies, precision cross-sectioning, high magnification imaging, material identification, and reliability testing in simulated field stress conditions.