The Technical Services Manager (internally known as Technical Solutions Manager) will be 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. This position will report to the National Technical Training and Communications Manager and act as team lead. This position will be the lead for our CTP product line and assist our Wide Format Printer TSM in leading our wide range of Wide Format Printer product line.

At FUJIFILM North America Corporation, we’re many things to our customers. We’re looking for passionate, mission-driven people to help us continue to innovate.

With five operating divisions, there’s a lot of opportunity to find your niche and make an impact. Perhaps you’ll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax™. Maybe you’ll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division—they offer office and commercial print solutions and enable digital transformation. And if you’re interested in tape, check out our Industrial Products Division—they develop data storage solutions.

We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Responsibilities

• Perform technical assessment, product testing and validation of new and current products.
• Conduct training classes, including onsite training, as needed.
• Provide Customer Support Technicians with product technical updates and service process updates.
• Act as main backup for FTS phone support
• Manage product line improvement for service revenue based on performance.
• Serve as main 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.
• Produce samples when requested.
• Assist with customer installations as needed.
• Perform related duties as assigned by manager.
• Host routine conference calls with Customer Support technicians on topics related to their product.

Required Skills/Education

• High school diploma or GED equivalent
• Bachelor’s degree or equivalent work experience in electromechanical service or Graphics Arts technology disciplines
• 10+ years’ experience servicing equipment for digital press, wide-format, CTP or Print on Demand industries.
• Excellent troubleshooting skills to diagnose and resolve complex technical problems
• Knowledge of current Graphic Arts technology and trends in industry
• Strong critical thinking and decision-making skills leveraging Kepnor Tregor principles
• Outstanding customer relation skills
• Ability to teach and instruct others in classroom or on-the job locations
• 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
• Valid Driver’s License
• Ability to travel up to 40%

Desired Skills

• Master’s degree or equivalent work experience in electromechanical service or Graphic Arts technology disciplines
• 15+ years’ experience servicing equipment for digital press, wide-format, CTP or Print on Demand industries.

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).