Position Description
We are hiring for a Quality Support Program Manager who will manage a team of quality support specialists and store support representatives that perform services and marketing/operations training with retail customer associates. This role manages two field managers, the activities of the Quality Support Program (QSP), including the QSS team, store support team, external vendors, and the store visit schedule.
The Quality Support Program Manager works closely with internal and external account support teams to address technical and operational issues. Develops and executes plans to address issues and takes corrective action as needed.
This position will build positive long-term relationships with the customer’s corporate and store management, and with Fujifilm field service, product development, and marketing teams. The position will support the Fujifilm sales team by identifying and supporting service revenue opportunities.
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.
External USResponsibilities
Oversee the Quality Support Program and Store Support ProgramManage daily activities of Quality Support Specialists (QSS) team members.Manage the overall Quality Support Program including scheduling and coordinating activities.Meet with external service vendors.Create and maintain performance reports to monitor and track weekly/monthly activity.Work with customer management to create and manage operational, maintenance, and training procedures and documentation.Travel to vendor and customer locations to work with field services teams on equipment service processes, and procedures.Perform other duties as assigned by management.Required Skills/Education
Bachelor’s degree in business or related field, or 5+ years of equivalent experience in the field service industry.3+ years of management experience2+ years of program management experience, including data analyticsExceptional organization, prioritization, multi-tasking, and time management skills.Proficient in Microsoft Office applications - Word, Excel, and PowerPoint.Excellent customer service skills.Excellent communication skills (both verbal and written).Desired Skills
Knowledge of finance and accounting.Knowledge of project management principles.Experience working in or supporting the retail industry.Salary and Benefits: (Include for roles that are/can be based in NY and CO)
$96,000 depending on experience; bonus eligibleMedical, Dental, VisionLife Insurance401kPaid Time OffEEO/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.
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