Sr. Manager, Product Service Delivery

Position Overview

We are hiring for a Senior Product 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

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

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:

• $125,000 plus bonus; depending on experience
• Bonus eligible
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

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 ([email protected]).