FUJIFILM Healthcare Americas Corporation is a leading innovator in diagnostic and enterprise imaging solutions designed to meet the evolving needs of healthcare across prevention, diagnosis, and treatment. Fujifilm’s medical imaging portfolio includes solutions for digital radiography, mammography, computed tomography, magnetic resonance imaging, ultrasound, endoscopy, and endosurgery. The Synapse® Enterprise Imaging portfolio provides healthcare professionals with the imaging and data access needed to deliver a complete patient record. REiLI®, Fujifilm’s artificial intelligence initiative, combines Fujifilm’s rich image -processing heritage with cutting-edge AI innovations to inspire a new tier of clinical confidence. The In-Vitro Diagnostic portfolio provides the golden standard of molecular based immunoassay technology for liver surveillance, cutting edge clinical diagnostic chemicals for leading laboratories across the country and diagnostic chemicals for OEM white labeling products. The company is headquartered in Lexington, Massachusetts. For more information, please visit healthcaresolutions-us.fujifilm.com.

Job Title: Area Service Manager

Job purpose

The Service organization is divided into service areas. The Area Service Manager position is responsible for overseeing the field service activities within a given service area.  Area service manager creates and maintains customer relationships for long term customer satisfaction and successful service business operations.  Has in-depth knowledge of resources, processes and products to manage field service activities for customers in the service area. Monitors, escalates and champions issue resolution for Fujifilm Healthcare customers.

Duties and responsibilities

***The ideal candidate will be located in CA, OR or WA and able to do 25% travel covering the West Coast and Hawaii***

• Ultimately accountable for the quality of service provided, customer satisfaction, and efficient use of resources within assigned service area.
• Pro-actively establish positive relationships with customers to improve overall customer satisfaction with Fujifilm and products.
• Act as escalation point for issue resolution.  Provide leadership and collaboration to multi-disciplinary team for management of customer issue to full resolution. Manages the field engineers located in the service area, typically 10 to 20 engineers.
• Schedules the work of assigned service personnel as needed. Ensures all scheduled maintenance work in the service area is completed to the satisfaction of customers in compliance with all established Fujifilm procedures within required time frames.
• Addresses all unscheduled maintenance calls for the service area, assigns appropriate personnel within the area to respond, documents associated activities in real-time and follows-up with customers to ensure their satisfaction with service provided.
• Responsible for maximizing field service productivity within the service area.
• Manages overtime, parts usage, shipping expenses, and travel and living expenses without negatively impacting customer satisfaction.
• Provides input on performance reviews of assigned personnel and carries out those performance reviews.
• Provide leadership, foster a culture of success, hard work and teamwork within the Fujfilm service team and organization.
• Ensures service territory follows all company policies, safety procedures, quality procedures, and field service directives.
• Establishes collaborative relationships with sales, marketing, operations, product support, accounting, and finance to support our customers and successful service business operations.
• Participates in the scheduling and tracking of system installations within service area.
• Reviews, approves and processes timecards, expense reports and billable field service reports for service area.
• Participates in rotating after-hours “Duty” schedule as needed. Participation is typically limited to one holiday and/or several weekends per year, though occasional weeknight assignments may occur.
• Continually strives to maintain a working level knowledge of all modality products/services/contract offerings that we participate in or our customers need consultation on.
• Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations and standards.
• Performs other related duties as assigned.

Qualifications

• Bachelor’s degree in related field and/or equivalent work experience.
• 3+ years industry related field service experience, including a minimum two years of managerial experience preferred.
• Superior communication skills - written, interviewing, conflict management, persuasion, negotiating and presentation.
• Ability to exercise independent judgment and make sound decisions.
• Ability to plan, negotiate, and execute action plans for issue resolution.
• Attention to detail, organization skills, and follow through is critical.
• Exceptional customer (internal/external) facing skill set including: Clear, concise communications and follow-up, problem solving desire and aptitude, and ability to coordinate resources to meet customer needs.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Usual office working conditions.
• Frequently required to sit; talk; or hear.
• Frequently use fingers to type and do other fine motor tasks.
• Occasionally required to stand; walk, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch.
• Occasionally lift and/or move up to 20 pounds.
• Close Vision:  The ability to see clearly at twenty inches or less.

Additional requirements

• Must be highly computer literate.
• Must have valid driver’s license with a safe driving record.
• Must have strong leadership skills.
• Must have strong customer management skills.
• Must have good written and oral communications skills.
• Must be able to work a flexible schedule, including evenings and weekends, to support assigned area.
• Must be willing to travel throughout U.S.A. as needed.

Travel

• Occasional (up to 25%) travel may be required based on business need.

Equal Opportunity Employer

FUJIFILM is an equal opportunity and affirmative action employer.  All qualified applicants will receive consideration without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, disability, protected veteran status or any other characteristic protected by applicable 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 requires 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.