Director, Field Services

Position Overview:

Responsible for formulating, implementing, and overseeing field service/support activities for customers, equipment & software for the entire US. This role is also responsible for driving successful field support operations while providing strategic vision and leadership to achieve optimal business results and excellent client satisfaction. Will be a driving influence with senior leadership in creating short- and long-term initiatives to improve efficiencies within the field and developing strategic plans to grow service-related opportunities. Interact with vendors, dealers, service scheduling, customers, internal and external service managers, technicians, sales and marketing personnel to provide quick and effective problem and product resolution. Champion world-class field service management by embracing Fujifilm’s service culture and core values. Develop and elevate service organization and migrate towards value/solutions competencies.

FUJIFILM North America Corporation, a marketing subsidiary of FUJIFILM Holdings America Corporation, consists of six operating divisions. The Imaging Division provides consumer and commercial photographic products and services, including silver halide consumables; inkjet consumables; digital printing equipment, along with service and support; personalized photo products fulfillment; film; one-time-use cameras; and the popular INSTAX® line of instant cameras, smartphone printers, instant film, and accessories. The Electronic Imaging Division markets its GFX System and X Series lines of mirrorless digital cameras, lenses, and accessories to provide a variety of content creation solutions for both still and moving imagery. The Optical Devices Division provides optical lenses for the broadcast, cinematography, closed circuit television, videography, and industrial markets, and also markets binoculars and other optical imaging solutions. The Graphic Communication Division utilizes its extensive industry knowledge to develop fully supported traditional and digital print solutions for industries including commercial print, wide format, and packaging with its comprehensive line of digital inkjet presses, production toner printers, and software. The Industrial Products Division delivers new products derived from Fujifilm technologies including data storage tape products, including OEM and FUJIFILM Ultrium LTO cartridges, desalination solutions, microfilters and gas separation membranes. The Non-Destructive Testing Division delivers radiography solutions to ensure high accuracy inspection of transportation infrastructure, and assets within aerospace, and oil and gas industries.

For more information, please visit https://www.fujifilm.com/us/en/about/region, go to www.twitter.com/fujifilmus to follow Fujifilm on Twitter, or go to www.facebook.com/FujifilmNorthAmerica to Like Fujifilm on Facebook.

FUJIFILM Corporation is a subsidiary of FUJIFILM Holdings Corporation. FUJIFILM Holdings Corporation, headquartered in Tokyo, leverages its depth of knowledge and proprietary core technologies to deliver innovative products and services across the globe through the four key business segments of healthcare, electronics, business innovation, and imaging with over 70,000 employees. Guided and united by our Group Purpose of “giving our world more smiles,” we address social challenges and create a positive impact on society through our products, services, and business operations. Under its medium-term management plan, VISION2030, which ends in FY2030, we aspire to continue our evolution into a company that creates value and smiles for various stakeholders as a collection of global leading businesses and achieve a global revenue of 4 trillion yen (29 billion USD at an exchange rate of 140 JPY/USD). For more information, please visit: www.fujifilmholdings.com.

For further details about our commitment to sustainability and Fujifilm’s Sustainable Value Plan 2030, click here.

Responsibilities

• Develop and implement strategic plans and objectives for assigned departments in an innovative and effective manner
• Develop, motivate, and lead field service managers to maximize the effectiveness of the field service team; provide clear direction and guidance regarding policies, procedures, business workflows and resources that meet or exceed corporate objectives
• Manage the daily activities of Regional Service and District managers, attend weekly meetings/calls for service planning and sales forecasts.
• Provide direction to service personnel on resolving equipment installation issues, repair problems and/or customer/product escalations.
• Set strategic goals and plan for new product line introductions including scale and growth of business, resource capacity planning, and piloting potential new partnerships
• Provide problem resolution to customers on escalated issues, via written, verbal and/or onsite communication.
• Interact with sales and marketing personnel to ensure TSD services and support are properly quoted for proposed sales and product launch.
• Monitor installations via IPA hosted calls.
• Communicate monthly with the GCD Sales team to understand concerns and improve TSD service offerings.
• Accountable for continuous improvement of KPIs to include technician utilization, billable day targets, revenue achievement, customer satisfaction, first time fix rates, MTTR, 306090 alert, time to invoice and on-site response.
• Responsible for the controlling cost, increasing profitability and improving processes within the department.
• Keep the VP, Technical Services updated on escalated customer and product issues.
• Partner cross functionally across the organization to drive forward cost-saving opportunities, operational efficiencies, and continual improvement to operational processes and procedures that deliver results
• Provide direction to the Service Managers necessary for proper performance improvement including financial, personnel, training, customer satisfaction, etc.
• Manage and track projects to increase TSD profit by increasing service offerings by engaging in support of non-Fujifilm products.
• Create and implement US and LAR (Latin American Region), SLA’s (Service Level Agreements) as needed working with Sales, Marketing, International Staff and Fujifilm Legal.
• Facilitate and track the invoice dispute process (HUBs/CDFs), and approval with Customer Care, Service Managers and Astea & CSA administration staff.
• Oversee the TSD portion of the Gate process for the launch of new GSD products.
• Work directly with the Parts Department Service Delivery Manager and TSMs (Technical Service Managers) to resolve spare part issues related to backorders and product launch.

Required Skills/Education

• High school diploma or GED equivalent
• 10+ years’ experience managing and supporting technical service groups
• 4 years’ experience as field service technician
• Understanding and ability to work with streaming media applications
• Working knowledge of Adobe Captivate or similar software packages
• Outstanding customer relations skills
• Excellent problem-solving and decision-making skills
• Highly developed interpersonal skills and ability to work with others
• Driver personality that leads and takes charge of projects and situations
• Ability to understand and instruct others
• 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) in an efficient and professional manner
• Requires a valid state driver's license (Real ID compliant), and passport
• Must be able to travel to attend training, business meetings, sales and customer visits.
• Up to 40% travel is expected for this role

Desired Skills

• Bachelor’s degree
• 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.
• Astea or Salesforce CRM knowledge

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.

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 (hlushrteam@fujifilm.com).