Service Director

We are currently hiring a remote based Service Director.  This position will be responsible for designing, implementing, and managing the service strategy for our channel partners and authorized service providers.  

This position is remote, but ideallly located in the midwest United States.

FUJIFILM Business Innovation is currently undergoing an exciting period of accelerated growth and transformation through OEM business!  We are a fast-paced team that actively shapes the future of our company and our customers.  When you work with us, you will be part of a global community that inspires collaboration, innovation, flexibility and diversity.

Role Summary

The purpose of this role is to ensure the market competitiveness and obtain the best customer satisfaction with delivering FUJIFILM’s standard operating quality of FUJIFILM’s Multi-Functional Devices (MFD) by provide the following:

• Design the entire service scheme for the US channel business, which includes 2nd level technical support to Channel Partners and Authorized Service Providers (ASPs), Product return policies, On-site support and system infrastructure.

• Design and manage the technical training course.

• Working closely with Singapore RTS and Japan R&D to solve product’s technical issues.

• Create the service operation resource plan and lead the recruiting activity.

Success of the role will be measured through:

• KPI reported to FB Own Brand Business Service Head, FB customer service and DT business Unit. (e.g. service levels, customer satisfaction index, first call resolution, total response time, customer uptime etc)

• Proposals for productivity improvement are offered to Partners and ASPs to achieve higher customer satisfaction and profitability.

• FB customer satisfaction surveys are conducted and improved year on year basis.

• Completion rate of FB product training programs and service training programs for Partners and ASPs.

• The number of certified service engineers.

Key responsibilities this role requires:

• Management

- Formulation, execution, and review of annual technical support strategies based on FUJIFILM policies.

- Product performance and reliability, modifications.

- Escalate troubles, Safety incidents to FB and other related parties.

- Liaise with FB technical support and other FUJIFILM communities.

- Spare parts inventory management- supported by supply chain management team.

- Create the monthly report covers above with clarity on remaining issue and distribute to all stakeholders.

- Understand the laws and regulations regarding personal information protection and other service related in the country and take necessary measures.

• Training Delivery Planning

- Service process, Trouble escalation process, Information Security

- Relevant FUJIFILM system, Tools, Manuals set up

- Product issues and Safety incidents escalation

- Ensure Service Manual and other Technical Documents readiness

• Work closely with Partners and ASPs on information sharing and best practice implementation.

• Accomplish any special projects or tasks as assigned that FB plans to implement new technologies for Partners and ASPs.

• Warranty claim management from Partners/ASPs

- Approve the return of defective items in the event that the technical service manager confirms those all applied conditions are satisfied.

- Forward the claim to FB to request the final assessment with all required information.

- Keep the returned items properly for the necessity period. And manage the disposal of the parts in cooperate with the relevant team.

- In case Partners/ASPs report that a printer is suspected as Dead on Arrival (DOA), give the appropriate and sufficient advice to fix it. (including visit of customer’s site together with Partners/ASPs)

- Monitor and sort the actual claim from Partners/ASPs so that the technical specialist can give Partner/ASPs an advice to reduce the improper warranty claim

• In the event that FB quality management department request rework for the stock in FB/ Partners/ASPs warehouses due to any safety/quality issues, conduct the rework at warehouse including but not limited to preparation for the rework, such as:

- receiving/returning parts/tools/instructions for the rework which FB will provide,

- negotiation with 3rd party vendor who operate warehouse/ASPs/Partners on a rework space/number of required workers/cost estimation etc,

- having business travellers from FB,

- reporting the rework progress at each rework place to FB.

Top Behavioral Competencies:

• Work in full compliance with the processes and standards required by the FUJIFILM

• Strong interpersonal and organizational skills

• Develop own knowledge independently and actively.

• Keep own knowledge and skills up to date by following the latest industry and market trends

• Look the broad picture with a desire to take ownership and management of complex projects and tasks.

• Can-do, mature, professional attitude, and attention to detail

• Work with others respecting differences and similarities in diversity, cultural practices, learning and beliefs

Experience:

• 10+ years in delivering support as a technical specialist of MFP/Printers.

• Having business experience of planning and implementing channel business service scheme

• Ability to communicate technical information through a variety of different mediums.

• Ability to deliver technical product training to different audiences.

• Ability to travel 70%+ and in possession of an unrestricted Driver’s License.

• Demonstrates strong diagnostic skills for effective and efficient technical customer problems.

• Knowledge in various Operating Systems and Office Software, Network technologies.

EEO/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.