Manager, Technical Escalations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the daily operations of the 8-member Product Specialist team.

• Supervise internal depot functions and external vendor relationships, including 10 internal Fujifilm and staffing personnel.

• Address both general and escalated product and customer inquiries across the Americas.

• Guide service staff on installation and repair challenges.

• Coordinate with Fujifilm Tokyo for the reporting and escalation of support issues.

• Monitor critical accounts to ensure prompt and effective problem resolution.

• Assess product and upgrade performance against standards and enhance field effectiveness.

• Distribute vital product information and maintain technical communication with service and support teams.

• Identify technical deficiencies and actively seek team-driven solutions.

• Participate in training sessions at various global locations to remain updated on products.

• Carry out related tasks as assigned.

⛳️ Requirements

• Over 15 years of experience in supporting technical service teams.

• Ability to communicate efficiently and professionally with vendors and both internal and external customers.

• Exceptional customer relations abilities.

• Strong problem-solving and decision-making capabilities.

• Highly refined interpersonal skills and the capacity to collaborate effectively with others.

• Proactive personality that leads and takes initiative in projects and situations.

• Competence in achieving corporate and departmental objectives by effectively managing direct reports.

• Ability to accurately assess internal staff and provide constructive feedback to management.

• Excellent verbal and written communication skills with customers.

• Valid state driver's license, compliant with Real ID standards.

• Possession of a passport.

• Outstanding communication, interpersonal, and leadership skills.

• Superior organizational and time management skills.

• Capability to collaborate with cross-functional teams.

• Strong analytical and research skills.

• Experience with CRM systems such as Astea or Salesforce.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life Insurance

• 401k

• Paid Time Off

• Flexible work environment