In wide format print, the conversation often begins with speed, quality and innovation. But ask any production manager what really matters when deadlines are looming, and machines are running flat-out, and the answer is simple: service.
The best technology in the world means little without the reliability and support that keep it running. And yet, too often, technical service in this sector is treated as an afterthought – outsourced, under-resourced or reduced to a break-fix model that only kicks in once something has already gone wrong.
True service leadership looks very different. It’s proactive, not reactive. It blends technical expertise with preventative maintenance, and it extends far beyond fixing machinery to cover the whole production ecosystem: workflows, inks, media and applications. Most importantly, it feels like a partnership, not a transaction.
Fujifilm has built its wide-format service model on exactly this philosophy. Engineers are trained in-house, never outsourced, at the Training Centre in Broadstairs, in the UK. There, they work alongside Fujifilm’s 3rd line expert team, gaining a deep understanding not only of current platforms but also of technologies still in development. Continuous professional development keeps that knowledge fresh, ensuring customers benefit from consistent expertise across all regions. UK customers also have direct access to 2nd and 3rd line support at WFIHQ via instant support groups, creating a direct escalation route for high-end equipment. This level of access, combined with structured service standards, ensures problems are resolved quickly and consistently.
Preventive and predictive maintenance is another cornerstone. Remote diagnostics and regular servicing mean issues are caught early, before they impact production. When parts are required, regional hubs provide fast access, reducing downtime and keeping disruption to a minimum.
Fujifilm Service: Training, Support & Long-Term Partnerships
What sets Fujifilm’s approach apart is the recognition that service extends well beyond the machine itself. Operators receive thorough training during installation, backed by user manuals, remote help and refresher courses. Pre-installation training in Broadstairs is also available, giving operators the chance to focus away from their daily environment. Customers are encouraged to return for repeat visits too – whether for advanced training, new product demonstrations or joint development planning.
Support does not stop at hardware. Application guidance, RIP optimisation, workflow consultancy, and even ink and media support are all part of the package. Customers also benefit from access to senior leaders in Service, Marketing and Product Development during site visits, adding strategic input alongside technical know-how. Post-installation, structured service reviews, performance assessments and feedback loops maintain a cycle of continuous improvement.
Ultimately, the most important aspect of service is reliability – knowing that when support is needed, it will be delivered quickly by people who know the systems inside out. But reliability is about more than response times; it is about building trust, communicating clearly and taking a long-term view of customer success.
As one Fujifilm customer commented after a demonstration in Broadstairs:
“The demonstrations at Broadstairs are unlike anything we’ve seen elsewhere. Not only are they completely tailored to our production needs, but we also had the chance to go behind the scenes, seeing the R&D process, touring the factory and speaking directly with the teams who design, develop and support the technology. It wasn’t just a demo – it was an introduction to a long-term partner. That’s where Fujifilm really sets itself apart.”
For wide format printers under pressure to deliver faster, more reliably and with less room for error, service is the differentiator that matters most. Hardware may win attention, but it is service – comprehensive, consistent and partnership-led – that keeps businesses moving forward.
