Fujifilm Manufacturing USA, Inc

Manager, Technical Escalations

Fujifilm Manufacturing USA, Inc • $105K *
US-AnywhereRemote in United States
Technical Services
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 15+ years experience supporting technical service groups.
  • Strong communication skills for interaction with vendors and customers.
  • Proven problem-solving and decision-making abilities.
  • Demonstrated leadership qualities and ability to manage teams.
  • Experience with CRM systems like Astea or Salesforce.

Responsibilities

  • Manage the daily activities of the Product Specialist team.
  • Oversee both internal depot operations and external vendor relationships.
  • Resolve escalated product and customer issues across the Americas.
  • Direct service personnel in installation and repair problem resolution.
  • Act as a liaison to Fujifilm Tokyo for support requests and reporting.
  • Monitor critical accounts for effective problem resolution.
  • Provide essential product knowledge to service and support teams.

Benefits

  • Medical, Dental, Vision insurance.
  • Life Insurance coverage.
  • 401k retirement plan.
  • Paid Time Off (PTO) policy.
Full 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.

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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About Fujifilm Manufacturing USA, Inc

Fujifilm Manufacturing USA, Inc is a subsidiary of Fujifilm Holdings Corporation, a Japanese multinational conglomerate that specializes in imaging and photography. Fujifilm Manufacturing USA, Inc is responsible for the manufacturing of photographic paper, film, and other imaging products in the United States. The company was established in 1988 and has its headquarters in Valhalla, New York. Fujifilm Manufacturing USA, Inc operates as a subsidiary of Fujifilm North America Corporation.
Learn more about Fujifilm Manufacturing USA, Inc
Size
72,332 employees
Industry
Manufacturing & Automotive
NASDAQ
FUJIF
* Ladders Estimates

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