Technical Solutions Manager - Toner Based Production Equipment

FUJIFILM Holdings America Corporation; United States; Remote; USD 90,000 - 100,000; Full time

Job summary

A leading company in imaging technology seeks a Technical Solutions Manager for toner-based production equipment. This remote role involves developing service solutions and technician training, providing critical support services, and engaging in equipment qualification processes. Preferred candidates reside in the Chicagoland area, ensuring local presence for customer interactions.

Benefits

401k

Paid Time Off

Medical, Dental, Vision

Life Insurance

Qualifications

• 10+ years’ experience servicing toner-based production equipment.
• Knowledge of Graphic Arts technology and industry trends.
• Ability to develop curriculums and deliver training.

Responsibilities

• Develop and deliver training programs for technicians.
• Manage customer escalations and provide technical support.
• Perform technical assessments and product testing before release.

Skills

Customer Service

Technical Support

Communication

Problem Solving

Electromechanical Service

Education

High School Diploma or GED equivalent

Tools

Microsoft applications

CRM/ERP software

Job description

Position Overview

The Technical Solutions Manager for toner-based production equipment and accessories 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. Provides technical support and expertise on assigned product portfolio of toner-based equipment and serves as primary contact for all field escalations.

The preferred location for this position is the Chicagoland area.

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

• Develop and deliver training classes, including onsite training, as needed.
• Provide Customer Support Technicians with product technical updates and service process updates
• Provide 2nd line support to internal support technicians
• Manage customer escalations for product to successful resolution
• Act as main backup for FTS phone support personnel.
• Manage product line improvement for service revenue based on performance
• Serve as point of contact for escalated product performance issues
• 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)
• Produce samples when requested
• Assist with customer installations as needed
• Perform technical assessment, product testing and validation of new and current products
• Perform other 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 with work experience in either electromechanical service or Graphics Arts technology
• Experience in specialized product area
• 10+ years’ experience servicing equipment or applications for toner-based production equipment
• Knowledge of current Graphic Arts technology and trends in industry
• Technical support and/or field service technician background
• Ability to develop curriculums and deliver structured training
• Outstanding customer service
• Ability to communicate with employees, vendors and clients in an efficient and professional manner
• Ability to work independently; is self-sufficient and self-motivating.
• Demonstrates the ability to identify a problem, find the root cause and present appropriate solution
• Tenacity and resilience with strong “follow up skills”
• Possess necessary skills/attributes to include excellent communication skills (listening, verbal, and written)
• Working knowledge of Microsoft applications and CRM/ERP
• Valid Driver’s License
• Ability to travel approximately 50%

Salary and Benefits

• $90,000 - $100,000 depending on experience
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

Other relevant information:

The nature of the role changes over the product life cycle with periods of high travel exceeding 50%. A high level of adaptability and flexibility in travel schedules is essential in the role. This is a remote position, but the preferred candidate needs to live within the Chicagoland area.

*#LI-REMOTE

EEO Information

Fujifilm is committedto 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]).