Technical Services Manager

FUJIFILM Holdings America Corporation; United States; Remote; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Technical Services Manager to lead the development of innovative service solutions and technician training programs. This pivotal role involves providing technical support, conducting product testing, and managing escalated performance issues. The ideal candidate will have extensive experience in the digital press and wide-format industries, coupled with strong troubleshooting and communication skills. Join a collaborative team dedicated to enhancing product quality and customer satisfaction, while enjoying opportunities for professional growth and development in a dynamic environment.

Qualifications

• 10+ years of experience servicing equipment in digital press and wide-format industries.
• Excellent troubleshooting skills to diagnose and resolve complex technical problems.

Responsibilities

• Perform technical assessments and product testing for new and current products.
• Conduct training classes and provide updates to Customer Support Technicians.

Skills

Troubleshooting Skills

Customer Relation Skills

Communication Skills

Critical Thinking

Teaching and Instruction

Education

High School Diploma or GED

Bachelor’s Degree in Electromechanical Service or Graphic Arts

Master’s Degree (Desired)

Tools

Microsoft Applications

Job description

Position Overview

The Technical Services Manager (internally known as Technical Solutions Manager) will be responsible for the development of new service solutions, technician training programs, qualification of equipment and/or consumable products before release, and overall support of products after they are released. Provide overall technical support and expertise on a specific product or products. This position will report to the National Technical Training and Communications Manager and act as team lead. This position will be the lead for our CTP product line and assist our Wide Format Printer TSM in leading our wide range of Wide Format Printer product line.

Job Description

Responsibilities

• Perform technical assessment, product testing and validation of new and current products.
• Conduct training classes, including onsite training, as needed.
• Provide Customer Support Technicians with product technical updates and service process updates.
• Act as main backup for FTS phone support.
• Manage product line improvement for service revenue based on performance.
• Serve as main point of contact for escalated product performance issues.
• Manage customer escalations for product to successful resolution.
• Act as point person on all product quality issues including root cause analysis as well as R&D changes necessary for overall product success for accounts.
• Liaison directly with product manufacturers (including overseas).
• Provide 2nd line support to internal support technicians.
• Produce samples when requested.
• Assist with customer installations as needed.
• Perform related duties as assigned by manager.
• Host routine conference calls with Customer Support technicians on topics related to their product.

Required Skills/Education

• High school diploma or GED equivalent.
• Bachelor’s degree or equivalent work experience in electromechanical service or Graphics Arts technology disciplines.
• 10+ years’ experience servicing equipment for digital press, wide-format, CTP or Print on Demand industries.
• Excellent troubleshooting skills to diagnose and resolve complex technical problems.
• Knowledge of current Graphic Arts technology and trends in industry.
• Strong critical thinking and decision-making skills leveraging Kepnor Tregor principles.
• Outstanding customer relation skills.
• Ability to teach and instruct others in classroom or on-the-job locations.
• Ability to communicate with employees, vendors, and clients in an efficient and professional manner.
• Possess necessary skills/attributes to include excellent communication skills (both verbal and written).
• Working knowledge of Microsoft applications.
• Valid Driver’s License.
• Ability to travel up to 40%.

Desired Skills

• Master’s degree or equivalent work experience in electromechanical service or Graphic Arts technology disciplines.
• 15+ years’ experience servicing equipment for digital press, wide-format, CTP or Print on Demand industries.

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]).