Professional Service Manager, Medical Equipment

Overview:
Fujifilm has a long history in Medical Imaging with beginnings in film processing, evolving to become the first medical imaging innovator to introduce CR technology and now setting new standards with digital detectors and medical imaging devices. Fujifilm Canada is excited to have a direct presence in Canada to provide service, sales and support since April 2019. As the Fujifilm Medical Imaging division continues to grow, we are happy to see investment into new technologies such as the recent introduction of the FDR X-Air ultra-portable X-ray unit as well as the recent Health Canada Approval and product launch of our Aspire Cristalle Mammography Platform.

**Position Summary**:
The Professional Services Manager, Medical Equipment is responsible for developing post-Sale best practices and assist with managing medical customer relationships over the course of the installed equipment’s life cycle. In addition, this role will be a key contributor in managing the Post-Sale Customer experience and to develop Service and Support programs to generate additional Medical Systems Division (MSD) revenue streams.

**Key Responsibilities**:
Medical Systems Division Service and Support programs
- Introduce MSD service and support related programs to Healthcare Facilities (both Public and Private markets) that contribute to customer retention throughout the equipment’s lifecycle at the customer site.
- Develop and implement new and ongoing profitable service-related revenue streams that align with the achievement of annual MSD Revenue Targets.
- Manage and prepare guidelines for serviceable equipment during the Manufacturer Warranty Program for all MSD Equipment Modalities.
- Align Manufacturer Warranty program details with the needs that are specified in RFP documents.
- Work with Technical Service Operations Manager to Develop and maintain Medical Equipment Replacement Parts Inventory.
- Assist with identifying the appropriate resources needed to support new equipment product launches.
- Work closely with FCAN Technical Services Director and Service Operations Manager to leverage existing Technical Service and Support processes that can be applied to MSD.

Extended Warranty Services Program for Canadian Public and Private markets
- Develop Extended Warranty Services and programs that are market specific and provide value beyond the capital equipment to the customer.
- Collaborate with MSD Account Manager and Technical Service Operations Manager to solicit extended warranty programs.
- Manage Value based Professional Services and programs to recognize profitable MSD streams of revenues.
- Maintain open dialogue with MSD Sales Team Members to navigate customer concerns during the Manufacturer Warranty Period and Extended Warranty program.

Collaborate with MSD Field Service Technicians and Technical Service Division (TSD)
- Maintains effective communications within and between Medical Solutions Division and Technical Service Division to ensure maximum sales success, improved business processes and a positive customer experience.
- Provide direction and guidance to MSD Field Service Technicians regarding all post sale activities and support related issues.
- Facilitate customer interactions and expectations specific to service and support.
- Provide Project Management expertise and facilitate Delivery and Installation Schedule for new orders.

Maintain Service and Support relationships with Distribution Channels and Third-Party Medical Service Providers
- Facilitate and Manage support process with main Distribution Channel (Christie Innomed).
- Develop partnerships with General Contractors and 3rd Party Professional Services (Physicists, Radiation Safety Services etc.) that may be needed to facilitate handover and installation of new equipment at customer sites.
- Introduce Fujifilm Certification courses to Third Party Medical Service Providers.

Operational Collaboration
- Shares responsibility for successful installations and implementations with all departments.
- Availability to attend conferences and trade shows to promote and provide knowledge of Fujifilm Professional Services.
- Participates in meetings and conference calls that are consistent with the requirements of the position.
- Actively participates and takes lead for special projects, tasks, and studies as requested by management.
- Drives all efforts aimed at providing superior customer experience during life cycle of equipment.
- Work in conjunction with Technical Service team installations, product or technical issues, training issues and demonstration activities.
- Shares customer related information and potential sales related activities that are uncovered through customer interactions.

Qualifications:
**Skills/Education**:

- 8+ years’ experience working as a Technical Service Manager (or equivalent) within the Medical Industry.
- 5+ years’ experience working as a Biomedical Engineer within Canadian Health Care is an asset.
- Familiar