Director, Service & Technical Support

Fujifilm-posted about 1 year ago
$150,000 - $180,000/Yr
Full-time • Senior
Bothell, WA
Machinery Manufacturing
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The Director of Service & Technical Support at FUJIFILM Sonosite is responsible for leading a global team to enhance customer experience through effective technical support and service repair. This role involves overseeing the service organization's financial performance, developing strategies for customer retention, and fostering a culture of professional growth within the team. The director acts as a key escalation point for critical customer issues and collaborates with various internal partners to align service offerings with customer needs.

  • Build positive working relationships with customers and respond to complaints and product issues.
  • Collaborate with internal partners to develop strategies supporting sales of products and services.
  • Own the financial performance of the Service organization, managing the service and warranty budget.
  • Assess and manage the Service Organization structure and team capabilities, driving improvements as needed.
  • Manage services marketing to ensure alignment with customer requirements and create a competitive advantage.
  • Develop and monitor internal processes for service execution, call center, equipment installation, and training functions.
  • Create a workplace culture consistent with the company's mission, vision, and values.
  • Ensure direct reports are trained and evaluated on adherence to core values and compliance policies.
  • Bachelor's degree in engineering; MBA preferred or equivalent work history and education.
  • 10+ years of relevant experience, with 5 years in leadership positions managing multi-site, multi-country service organizations.
  • Experience in service leadership within a regulated device manufacturing business, preferably in the medical device sector.
  • Experience in customer retention strategies within a technical support environment.
  • Familiarity with financial metrics and dashboards to drive service performance.
  • Medical, Dental & Vision insurance
  • Life & Company paid Disability insurance
  • 401k with 4% automatic Company contribution and matching
  • Paid Time Off (up to three weeks in the first year)
  • Employee Choice Holidays (four additional paid days off)
  • Eight paid holidays per year
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