The Regional Service Manager (RSM) is responsible for planning and directing equipment installation and service to a customer base within an assigned territory. Manage day-to-day activities of Field Service Technicians (FST), with the intent to meet internal and external customer expectations. The RSM will reinforce Fujifilm’s leadership values by leading his or her assigned region to be a proactive, customer focused operation that will drive Fujifilm’s business.

The preferred location for this position is near a major airport in the western part of the U.S. 

At FUJIFILM North America Corporation, we are many things to both consumers and business 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 develop 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

• Direct the FST equipment installation process to ensure timely and quality performance
• Coordinate with Technical Solutions Group to provide resolution to escalated customer problems
• Manage daily activities of FST group
• Develop robust working relationships with internal and external customers
• Advance problem resolution to customers on escalated product issues and invoice disputes
• Partner with sales personnel to ensure seamless service delivery
• Ensure timely and accurate service billings
• Develop a training road map to ensure that support is delivered at the highest level
• Oversee the spare parts management for your region to ensure usage of parts that are limited to resolution of customer production interruptions and that non-used parts are returned timely.
• Ensure timely and accurate submission of all relevant reporting and paperwork from your team and yourself
• Communicate product issues to the Technical Advisor Group and international teams so they can be escalated to the manufacturer
• Participate in the interviewing, hiring, and performance management process
• Engage with Sales in for demos and/or customer visits
• Attend training classes for product updates and new products
• Oversee critical accounts to accomplish quick and effective problem resolution
• Direct FST actions based on reported data
• Perform related duties as assigned by management
• Be accountable for leading the direction and success of your region

Required Skills/Education

• Bachelor’s degree in related field or equivalent work experience
• 8 years progressive management experience
• 5+ years field experience in the field service industry
• Ability to work under highly stressful customer situations
• Ability to communicate with vendors and clients in an efficient and professional manner
• Outstanding customer relations skills
• Excellent problem-solving and decision-making skills
• Highly developed interpersonal skills and ability to work with others
• Ability to work with a high level of integrity and with minimal supervision.
• Excellent cross-functional teamwork skills
• Demonstrated ability to build strong relationships
• Ability to achieve corporate and departmental goals by effectively managing a geographic team and customer base
• Possess necessary skills/attributes to include excellent communication skills (both verbal and written)
• Working knowledge with Microsoft applications
• Ability to travel approximately 20%
• Valid Driver’s license

Desired Skills

• Managed a group of 10 + individuals
• 5 + years of managing inkjet related products
• Astea or Salesforce CRM experience
• Experience with pressroom, inkjet equipment, color management, and/or prepress products and software applications
• Knowledge of current Graphic Arts Industry technology and trends

Salary and Benefits

• $88,000 - $100,000 depending on experience
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

*#LI-REMOTE

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).