Job Information
Fujifilm Sr. Manager, Service Delivery in Saint Paul, Minnesota
Position Overview
We are hiring for a Senior Service Delivery Manager who will be responsible for the strategic oversight of service delivery for assigned accounts, ensuring overall customer satisfaction and operational excellence. Reporting directly to the Vice President of Service, this role involves developing and implementing consistent account management processes, focusing on equipment performance, service level attainment, reporting, communication, and meeting structures. The Senior Service Delivery Manager will build and maintain long-term relationships with key stakeholders, ensuring high-quality service delivery that enhances equipment uptime.
Company Overview
FUJIFILM North America Corporation, a marketing subsidiary of FUJIFILM Holdings America Corporation, consists of six operating divisions. The Imaging Division provides consumer and commercial photographic products and services, including silver halide consumables; inkjet consumables; digital printing equipment, along with service and support; personalized photo products fulfillment; film; one-time-use cameras; and the popular INSTAX® line of instant cameras, smartphone printers, instant film, and accessories. The Electronic Imaging Division markets its GFX System and X Series lines of mirrorless digital cameras, lenses, and accessories to provide a variety of content creation solutions for both still and moving imagery. The Optical Devices Division provides optical lenses for the broadcast, cinematography, closed circuit television, videography, and industrial markets, and also markets binoculars and other optical imaging solutions. The Graphic Communication Division utilizes its extensive industry knowledge to develop fully supported traditional and digital print solutions for industries including commercial print, wide format, and packaging with its comprehensive line of digital inkjet presses, production toner printers, and software. The Industrial Products Division delivers new products derived from Fujifilm technologies including data storage tape products, including OEM and FUJIFILM Ultrium LTO cartridges, desalination solutions, microfilters and gas separation membranes. The Non-Destructive Testing Division delivers radiography solutions to ensure high accuracy inspection of transportation infrastructure, and assets within aerospace, and oil and gas industries.
For more information, please visit https://www.fujifilm.com/us/en/about/region , go to www.twitter.com/fujifilmus to follow Fujifilm on Twitter, or go to www.facebook.com/FujifilmNorthAmerica to Like Fujifilm on Facebook.
FUJIFILM Corporation is a subsidiary of FUJIFILM Holdings Corporation. FUJIFILM Holdings Corporation, headquartered in Tokyo, leverages its depth of knowledge and proprietary core technologies to deliver innovative products and services across the globe through the four key business segments of healthcare, electronics, business innovation, and imaging with over 70,000 employees. Guided and united by our Group Purpose of “giving our world more smiles,” we address social challenges and create a positive impact on society through our products, services, and business operations. Under its medium-term management plan, VISION2030, which ends in FY2030, we aspire to continue our evolution into a company that creates value and smiles for various stakeholders as a collection of global leading businesses and achieve a global revenue of 4 trillion yen (29 billion USD at an exchange rate of 140 JPY/USD). For more information, please visit: www.fujifilmholdings.com .
For further details about our commitment to sustainability and Fujifilm’s Sustainable Value Plan 2030,click here (https://holdings.fujifilm.com/en/sustainability/plan/svp2030) .
Job Description
Responsibilities
Responsible for service delivery and programs for all service accounts.
Directly manage 2 individuals while overseeing a team of 4 managers and 60 vendor field associates.
Oversee vendor performance and ensure effective support programs for customers.
Develop and maintain strategic partnerships with key account leadership.
Implement consistent account management processes across assigned accounts.
Collaborate with National Sales & Service Management, Marketing, and Product teams to prioritize service activities and projects for National Accounts.
Lead special projects, ensure coordination, and execute tasks to meet objectives.
Attend meetings and conference calls to support customer activities.
Analyze report data and provide recommendations for operational improvements to Fujifilm, Account Management team, and Customer.
Ensure high-quality service delivery to key accounts by working closely with service providers and vendors.
Monitor and report on contract billing and profitability to Fujifilm management.
Enhance communication processes between Service, Sales, and Accounts to ensure greater visibility of account activities.
Create programs to proactively ensure maximum customer satisfaction and equipment availability.
Work with the Vice President of Service on new contracts and renewals.
Communicate all service capabilities to account leadership and work with the Service Sales team to pursue new business opportunities.
Conduct meetings to ensure compliance with corporate policies and the implementation of new processes.
Investigate chargebacks and invoice disputes, working with Customer Care and Customers on resolutions.
Monitor and address calls in the audit queue.
Track, forecast, and manage equipment disposition.
Travel to store locations to evaluate equipment and store operations.
Required Skills/Education
10+ years of experience in service management of large-scale retail accounts.
Proven experience managing a diverse team of service support representatives serving multiple accounts.
Outstanding customer relations skills.
Excellent problem-solving and decision-making skills.
Strong interpersonal skills and ability to work collaboratively with others.
Ability to achieve corporate and departmental goals through effective management of direct reports.
Ability to accurately evaluate internal staff performance and provide constructive feedback.
Excellent customer communication skills (both verbal and written).
Valid state driver’s license (Real ID compliant) and passport.
Desired Skills
Exceptional communication, interpersonal, and leadership skills.
Excellent organizational and time management abilities.
Ability to work effectively with cross-functional teams.
Strong analytical and research skills to evaluate opportunities and challenges and uncover new consumer insights.
Experience with CRM systems (e.g., Astea, Salesforce).
5+ years of experience managing a service team.
Salary and Benefits: (Include for roles that are/can be based in NY and CO)
$125,000 plus bonus; depending on experience
Bonus eligible
Medical, Dental, Vision
Life Insurance
401k
Paid Time Off
EEO/AGENCY NOTES
Fujifilm is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, and any other status protected by federal, state, or local law.
To all agencies: Please, no phone calls or emails to any employee of Fujifilm about this requisition. All resumes submitted by search firms/employment agencies to any employee at Fujifilm via-email, the internet or in any form and/or method will be deemed the sole property of Fujifilm, unless such search firms/employment agencies were engaged by Fujifilm for this requisition and a valid agreement with Fujifilm is in place. In the event a candidate who was submitted outside of the Fujifilm agency engagement process is hired, no fee or payment of any kind will be paid.
EEO Information
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.
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 (hlushrteam@fujifilm.com).
Job Locations US-Remote
Posted Date 13 hours ago (3/13/2025 10:45 AM)
Requisition ID 2025-33803
Category Service
Company (Portal Searching) FUJIFILM North America Corporation - Imaging Division