We are hiring for a Technical Support Manager (Internally known as Technical and Quality Support Manager) for our Hanover Park, IL Location. Responsible for managing technical support engineer(s) and configuration control (engineering change) analyst to conduct technical support for service, quality, and regulatory compliance activities.

This position is on site in Hanover Park, IL.

FUJIFILM Business Innovation is currently undergoing an exciting period of accelerated growth and transformation. We are a fast-paced team that actively shapes the future of our company and our customers. When you work with us, you will be part of a global community that inspires collaboration, innovation, flexibility and diversity.

Responsibilities include, but are not limited to:

• 
  Supervise and assist the technical support engineer(s) to address all technical related customer issues with our companies existing products including quality, reliability, regulatory, and manufacturing issues.
• Ensure the list of customer issues is managed appropriately and issues are successfully resolved by the development and manufacturing teams.
• Conduct meetings with both customers and development/manufacturing teams as needed for problem resolution and to review engineering changes – both from the manufacturer and requested by the customer.
• Responsible for program management of service deliverables including preparation of spare parts list, completing spare part selections with customers, reporting results of spare part cost analysis, reviewing, and providing service manuals, developing service training materials and conducting service training for customers’ service trainers
• Manage initial product quality failure analysis to support suppliers with their root cause analysis
• Manage the customer warranty process to ensure appropriate claims are covered and paid.
• Work closely with customers and suppliers to ensure compliance of the country/regional-specific regulatory mandates
• Serve as an escalation point for unresolved customer technical issues.
• This position is a cross functional role and requires developing / maintaining relationships and clear communications with the key functional groups and customers including design, manufacturing, sales, supply chain, and customers.

Qualifications and Education Requirements

• BS in Mechanical or Electrical Engineering or related fields. MS is a plus.
• Ten years plus broad experience in design, development, manufacturing or ongoing support of laser printers or multi-function products, controller, firmware, and driver development.
• Familiarity with manufacturing, quality, reliability, and problem resolution cycle processes both for hardware and firmware issues.
• Experience in working with a Japanese company, OEM, CM and ODM.
• Excellent written / verbal communication and self-prioritization skills.
• Ability to resolve conflict between different organizations and companies
• Flexibility working with different time zones