Director, Technical Service & Repair

Fujifilm

Posted on : 19-07-2025

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1 Vacancy

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Job Location

Edison, NJ - USA

Monthly Salary

Not Disclosed

Salary Not Disclosed

Vacancy

1 Vacancy

Posted on : 19-07-2025

Job Description

Position Overview

We are hiring for a Director of Technical Service and Repair for FUJIFILMs Electronic Imaging Division (EID) and Optical Devices Division (OD) is a strategic leadership role responsible for overseeing all post-sale service and service-related operations across the Americas region. This role is critical in providing after-sales support for a diverse portfolio of products and is ultimately responsible for delivering a best-in-class customer experience in addition to outstanding operational excellence.

Company Overview

At FUJIFILM North America Corporation we are many things to both consumers and business customers. Were looking for passionate mission-driven people to help us continue to innovate.

With five operating divisions theres a lot of opportunity to find your niche and make an impact. Perhaps youll click with our Imaging Division that provides one-time-use cameras digital printing equipment and instax. Maybe youll 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 Divisionthey develop office and commercial print solutions and enable digital transformation. And if youre interested in tape check out our Industrial Products Divisionthey 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 70000 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: Description

Key areas of responsibility include developing and implementing strategies for product repair returns technical support and customer service.

Core Responsibilities

Service Strategy Performance & Operational Excellence

Develop and execute the annual business plan for all service and support functions incorporating KPIs such as turnaround time first-time fix rate and warranty cost per unit etc.
Champion continuous improvement efforts to streamline workflows enhance service scalability and optimize cost-efficiency.
Monitor and report on monthly performance metrics; provide data-driven insights to executive leadership and headquarters in Japan.
Benchmark performance against industry standards and implement best practices to uphold service excellence.

Customer Experience & Product Impact

Lead customer satisfaction initiatives through formal customer feedback programs; analyze feedback and collaborate with cross-functional teams to drive improvements.
Oversee the resolution of escalated service issues; coordinate with Legal as needed to ensure appropriate outcomes.
Influence product development by sharing technical insights service trend data and field failures with Product Management Engineering and Sales teams.
Represent post-sale service in global product and business planning discussions to ensure alignment with real-world customer needs.

People Culture & Organizational Development

Direct a diverse team of 40 employees that include Fujifilm personnel contractors and temporary staff.
Foster a values-aligned culture of high performance through structured training engagement programs succession planning and career development.
Monitor employee satisfaction and implement retention strategies to sustain organizational health and continuity.

Financial Management & Vendor Oversight

Manage the full departmental budget and P&L; track expenses forecast needs and identify cost-saving opportunities while maintaining service quality.
Establish and manage third-party repair contractors and authorized service centers across North and South America.
Align vendor performance with Service Legal Agreements (SLAs) and support regional operations with strong cross-cultural coordination.

Digital Tools Risk & Compliance

Oversee the use and evolution of service technology platforms (i.e. SAP Salesforce Magento).
Collaborate with Digital and IT teams to expand customer self-service capabilities including online repair tracking and support automation.
Ensure full compliance with safety standards ISO regulations and data privacy policies (e.g. GDPR CCPA).
Maintain robust business continuity plans to mitigate risks from vendor disruptions supply chain issues or technical outages.

Sustainability & Environmental Responsibility

Promote eco-conscious practices across service operations including product recycling responsible disposal and alignment with Fujifilms broader sustainability goals.

Qualifications:

Bachelors degree in Engineering Electronics Optics Operations Management Business or a related technical field (Masters degree preferred).
10 years of progressive experience in technical service field operations or post-sale support ideally in imaging optics electronics or consumer technology industries.
Hands-on experience and technical proficiency in electronics or optics repair with a strong understanding of diagnostic tools failure trends and repair methodologies.
Demonstrated leadership of large cross-functional teams including Field Sales Field Marketing or Field Repair Technicians.
Proven success in managing service operations budgets KPIs and third-party service partners.
Strong understanding of digital support systems (i.e. Salesforce SAP Magento etc.) and customer-facing platforms (e.g. self-service portals online tracking tools).
Excellent communication interpersonal and executive presentation skills with the ability to influence at all levels of the organization.
Experience leading cross-functional initiatives and aligning service operations with product sales and marketing strategies.
Familiarity with data privacy ISO compliance and sustainability practices in a technical service environment.
Deep industry knowledge of photography cinema imaging or broadcast technology strongly preferred.
Ability to work in a fast-paced global environment managing multiple complex projects while traveling up to 20% as required.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential tasks.

Highly focused and results-oriented; able to identify goals and priorities and resolve issues in initial stages.
Demonstrated ability to work independently and in a close team environment self-starter who can motivate others.
Understand how to closely manage and cultivate an ongoing pipeline for B-to-C and B-to-B sales channels.
Possess exceptional communication/interpersonal analytical and problem solving and technical skills.
Proficient computer skills using Word Excel PowerPoint and Outlook.
Effective Time Management skills.
Extensive hands-on experience in the areas of technical repair customer service or sales and marketing.

Salary and Benefits: (Include for roles that are/can be based in NY and CO)

$140000 plus bonus depending on experience
Medical Dental Vision
Life Insurance
401k
Paid Time Off

#LI-Hyrbid

EEO Information

Fujifilm is committedto 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.

ADA Information

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 ().

Required Experience:

Director

Employment Type

Unclear

Company Industry

Key Skills

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About Company

Fujifilm

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Director, Technical Service & Repair

Fujifilm

Job Description

Position Overview

Company Overview

EEO Information

ADA Information

Employment Type

Company Industry

Key Skills

About Company

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