Director, Technical Service & Repair

Position Overview

We are hiring for a Director of Technical Service and Repair for FUJIFILM’s 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. 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

Job 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 Fujifilm’s broader sustainability goals.

Qualifications:

• Bachelor’s degree in Engineering, Electronics, Optics, Operations Management, Business, or a related technical field (Master’s 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)

• $140,000 plus bonus depending on experience
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

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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).