Technical Services Manager

Overview

We are currently hiring for a Technical Services Manager (Internally known as Technical Solutions Manager). The Technical Services Manager is 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. Provides customer demonstrations and product educational sessions to highlight features and benefits of our products to support a customer’s decision to choose Fujifilm as a long-term partner.

External US

Responsibilities

Perform technical assessment, product testing and validation of new and current products

Conduct training classes, including onsite training, as needed

Demonstrate functional knowledge of assigned hardware and software of Fujifilm’s product line

Provide Field Service Technicians with product technical updates and service process updates

Provide consultative support to customers through pre-planned, scripted product demonstrations in our facility, as well as at trade shows and on site at customers’ facilities.

Manage equipment maintenance and updates, including decommissioning, loading, unloading, and commissioning of new equipment; engage service when needed

Produce print samples within the given lead time for both customer requests as well as for promotional programs and provide Sales ongoing support through the pre-sales process.

Manage consumable inventory for assigned equipment including substrates, ink, media, and any other consumables/spare parts as needed.

Act as main backup for FTS phone support

Manage product line improvement to increase service revenue or reduction of costs

Serve as 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

Assist with customer installations or on-site escalations as needed

Host routine conference calls with Field Support technicians on topics related to their product

Special projects and other product support or responsibilities as assigned by manager

Required Skills/Education

High school diploma or GED equivalent

Experience in either electromechanical service or Graphics Arts technology

Experience in specialized product area with excellent troubleshooting skills to diagnose technical problems

10+ years’ experience servicing equipment or applications for digital press, wide-format or print on demand industries.

Knowledge of current Graphic Arts technology and trends in industry

Technical support and/or field service technician background

Excellent cross-functional teamwork skills (product management, support, sales, service, and management)

Outstanding organization and time management skills

Interpersonal skills to effectively deal with internal and external customer issues

Essential communication skills, both written and verbal

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

Ability to pass a color-blind test

Valid Driver’s License

Ability to travel 25-50%

Ability to exert up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently

Desired Skills/Education

Bachelor’s degree

Other relevant information:

The nature of the role is changes over the product life cycle with periods of high travel exceeding 50% during initial phases of product launch. A high level of adaptability and flexibility in travel schedules is essential in the role.

EEO/COVID/AGENCY NOTES

Fujifilm is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, and any other status protected by federal, state, or local law.

In the event that COVID-19 vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption. For all positions, the Company encourages vaccination against COVID-19 and may require that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

To all agencies: Please, no phone calls or emails to any employee of Fujifilm about this requisition. All resumes submitted by search firms/employment agencies to any employee at Fujifilm via-email, the internet or in any form and/or method will be deemed the sole property of Fujifilm, unless such search firms/employment agencies were engaged by Fujifilm for this requisition and a valid agreement with Fujifilm is in place. In the event a candidate who was submitted outside of the Fujifilm agency engagement process is hired, no fee or payment of any kind will be paid.

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