• Director, Service & Technical Support

    Job Locations US-WA-Bothell
    Posted Date 3 months ago(12/27/2018 7:05 PM)
    Requisition ID
    Company (Portal Searching)
    FUJIFILM SonoSite
  • Overview

     2016 logo#CB


    Director, Service & Technical Support - Bothell, WA


    FUJIFILM, SonoSite, Inc . We are an innovative and high performance culture with tremendous opportunities.  People who work here are given the unique opportunity to contribute to the advancement of healthcare throughout the world.  Headquartered in Bothell, WA USA, FUJIFILM SonoSite is represented by a global distribution network in over 100 countries.  Since its inception, FUJIFILM SonoSite’s lightweight, robust products have created and led the point-of-care ultrasound market. From sophisticated urban hospital emergency rooms to clinics in austere, remote villages, FUJIFILM SonoSite systems are used by over 21 medical specialties and provide clinicians around the world with a cost-effective tool for improving patient safety and workflow efficiency. FUJIFILM SonoSite holds a number of prestigious design awards and has in excess of 145 patents.


    External US

    Job Summary:


    The Director of Service and Technical Support is a critical leadership position within the corporate organization responsible for developing and maintaining a world class aftermarket business unit with P&L responsibility.


    The ideal candidate will have strong business acumen that promotes strong alignment between service and sales that drive up total revenue.   In addition, the position is accountable for improvements in operational efficiency, governance and customer satisfaction globally.


    Success requires strong analytical, reasoning, and decision making to drive the organization in alignment with financial goals and provide judicious solutions to remedy customer satisfaction issues.


    This position must have broad cross functional understanding of all business functions including sales and R&D and deep understanding of service support business processes.   


    Development and alignment of resources is imperative and requires excellent judgement and coaching skills to excel.  


    This position will provide strategic direction in the advancement of our service support infrastructure that produces capable and scalable processes.  


    The Director of Service Operations and Technical Support reports directly to the VP of Operations.


    Essential Job Functions:


    • Create Global high-margin aftermarket business strategy with P&L responsibility.
    • Direct and continuously improve the company’s  product  support  functions  including  technical  support , call center, equipment, repair depot, service materials forecast,  inventory management and logistics.
    • Develop and incorporate key operational and service level benchmarks into work activities, fostering methodologies for continuous improvement, waste elimination,  and root-cause analysis techniques to drive improvements and efficiencies.
    • Grow service revenue through appropriate pricing and value added services including preventative maintenance/service contracts, field service, replacement parts, refurbishments and product replacements.
    • Develop coordinated methodologies with sales for product replacement strategies.
    • Modernize and evolve our service infrastructure (equipment, software, IT, phone, CRM) strategy for competitive advantage.  
    • Develop worldwide training plans to increase product and process knowledge for efficient operations.  
    • Support an operating culture that promotes involvement, communication, accountability, ownership and passion for excellence in accordance with our  company values.
    • Manage and provide direction to subordinates to ensure they are meeting goals and objectives.  Develop the talent for future leadership.
    • Provide governance to affiliated repair centers to follow standard practices and achieve expected results.
    • Push field failure data and analysis defining areas of improvement for manufacturing, supply chain and design.
    • Ensure collaboration and successful product launch for all new products and revisions to existing products.
    • Responsible and accountable for carrying out the requirements of the company's quality system.
    • Support cross functional operations objectives outside of service.    
    • Responsible to ensure transparency in performance locally and at affiliated repair depots.  
    • Occasional domestic an international travel to customers, vendors, and suppliers.


    Knowledge and Experience:


    • Bachelor’s Degree with related experience in a regulated industry for at least 10+ years.
    • 7+ years in a leadership/management role with team building expertise.
    • Track record of positively managing conflict and building relationships.
    • Experience building and managing technical and business organizations.
    • Strong technical knowledge with either ultrasound or similar electromechanical devices.


    Skills and Abilities:


    • Ability to lift 25lbs with or without accommodations.
    • Excellent analytical and problem solving skills and the ability to teach modern continuous improvement methodologies.
    • Excellent communication skills in written, verbal and in presentation to groups of diverse backgrounds.



    FUJIFILM SonoSite, Incoffers a fantastic compensation package, including benefits, and a 401k program.  Visit us today to learn more about our exciting technologies and how you can make a difference.  To apply and obtain further details regarding key responsibilities and experience requirements, check out our careers page at   www.SonoSite.com/careers.

    FUJIFILM SonoSite, Inc.   is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age, protected veteran status, disability status, or any other characteristic protected by law. 

    In compliance with the ADA Amendments Act, should you have a disability that requires assistance and / or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 425-951-1200, or via e-mail at ffss-hr@fujifilm.com .   Additionally, the affirmative program/plan is available for review upon formal request by employees and applicants for employment in the Human Resources office during regular office hours.





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