Manager, Technical Escalations

Fujifilm; Providence (RI); On-site; USD 89,000 - 121,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

401k

Paid Time Off

Job summary

FUJIFILM North America Corporation is seeking a Manager, Technical Escalations to lead the 8-member Product Specialist team and oversee depot operations across the Americas with international travel.

You will coordinate with Fujifilm Tokyo, drive fast problem resolution, mentor staff, and stay current with global product releases through training. This role requires extensive travel and strong leadership. Prior experience in technical service support and CRM familiarity is required.

Qualifications

• Excellent communication with vendors and customers.
• Outstanding customer relations skills.
• Excellent problem-solving and decision-making skills.
• Strong interpersonal skills and ability to work with others.
• 15+ years experience supporting technical service groups.
• Driver personality that leads and takes charge of projects.
• Ability to manage direct reports and evaluate staff.
• Valid state driver's license and passport.

Responsibilities

• Manage daily activities of the 8 member Product Specialist team.
• Oversee depot operations internally and with external depot vendors.
• Resolve general and escalated product and customer issues in the Americas.
• Provide direction to service personnel on installation and repair problems.
• Direct liaison to Fujifilm Tokyo for reporting and escalation of support requests.
• Monitor critical accounts to ensure quick problem resolution.
• Measure product performance and upgrades against benchmarks.
• Disseminate essential product information to all service personnel.
• Identify technical gaps and pursue solutions for the team.
• Attend training classes worldwide to stay current on products.
• Perform related duties as assigned by manager.

Skills

Vendor communication

Customer relations

Problem solving

Interpersonal skills

Leadership

Project management

Team management

Driver license

Passport

Tools

Astea CRM

Salesforce CRM

Job description

Position Overview

The Manager, Technical Escalations will report to the Manager of Imaging Services and will oversee the Imaging Product Support Specialist as well as Imaging Depot operations and personnel. This position will require travel throughout the United States as well as international travel.

Company Overview

At FUJIFILM North America Corporation, we are many things to both consumers and business customers. We’re looking for passionate, mission-driven people to help us continue to innovate.

With five operating divisions, there’s a lot of opportunity to find your niche and make an impact. Perhaps you’ll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax. Maybe you’ll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division—they develop office and commercial print solutions and enable digital transformation. And if you’re interested in tape, check out our Industrial Products Division—they develop data storage solutions.

We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Responsibilities

• Manage the daily activities of the 8 member Product Specialist team.
• Oversee depot operations both internally as well as external depot vendors. This includes 10 internal Fujifilm and staffing members.
• Resolve general and escalated product and customer issues in the Americas.
• Provide direction to service personnel on resolving installation and/or repair problems.
• Be a direct liaison to Fujifilm Tokyo in reporting as well as escalating support request.
• Monitor critical accounts to accomplish quick and effective problem resolution.
• Measure product and product upgrade performance against benchmarks and improve product field performance.
• Disseminate essential product information and maintain technical communication to all service and support personnel.
• Recognizes technical gaps and proactively pursues solutions for the team.
• Attend training classes (locations throughout the world), to stay current on both new and existing products.
• Perform related duties as assigned by manager.

Required Skills/Education

• Ability to communicate with vendors and internal & external customers in an efficient and professional manner.
• Outstanding customer relations skills
• Excellent problem-solving and decision-making skills
• Highly developed interpersonal skills and ability to work with others.
• 15+ years experience supporting technical service groups.
• Driver personality that leads and takes charge of projects and situations.
• Demonstrated problem-solving and decision-making skills.
• Ability to achieve corporate and departmental goals by effectively managing direct reports.
• Ability to accurately evaluate internal staff and provide feedback to management.
• Possess necessary skills/attributes to include excellent customer communication skills (both verbal and written).
• Requires a valid state driver's license (Real ID compliant), and passport.

Desired Skills

• Outstanding communication, interpersonal and leadership skills.
• Excellent organizational and time management skills.
• Ability to work with cross functional teams.
• Strong analytical and research capabilities to evaluate opportunities and challenges and uncover new consumer insights.
• Understand and embrace importance of communication and its role relative to the customer.
• Experience with CRM systems (Astea, Salesforce, etc.)

Salary and Benefits

• The base salary range for this position is $105,000-105,00 annually. Compensation for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience, location, etc.).
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

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EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([e-mail]).