Supervisor, Service Contract Operations (onsite Twinsburg, OH)

The Supervisor, Service Contract Operations, is a hands-on role responsible for complex Service Contract and Customer Master Data entry, maintenance and troubleshooting. The position resolves escalated issues and participates in process and control improvements. This role supervises a small team, providing day-to-day direction, workload coordination, coaching, and performance feedback while retaining substantial responsibility for operational work.

At FUJIFILM Healthcare Americas Corporation, we’re on a mission to innovate for a healthier world, and we need passionate, driven people like you to help us get there. Our cutting-edge healthcare solutions span diagnostic imaging, enterprise imaging, endoscopic and surgical imaging, as well as in-vitro diagnostics.

But we don’t stop at healthcare; our Non-Destructive Testing (NDT) team harnesses advanced radiography solutions to keep transportation infrastructure, aerospace, and oil and gas assets safe and running smoothly.

Ready to innovate, collaborate, and make a difference? Join us and bring your big ideas to life while working in a dynamic, flexible environment that fuels your creativity and drive. 

Our headquarters is in Lexington, Massachusetts, an inspiring healthcare research hub in a historic town. 

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Service Contract Operations (50%)

• →Lead and conduct day-to-day administration of service contracts by ensuring approved contracts are accurately entered into SAP and maintained throughout the contract lifecycle, including effective dates, expiration dates, covered equipment, service levels, customer information, billing requirements, and service entitlements.
• →Serve as the subject-matter expert for complex contract lifecycle, entitlement, billing, and customer-master issues.
• →Interpret approved commercial terms and translate them into accurate system setup.
• →Coordinate with Service Account Executives to resolve contract and customer-data inconsistencies, clarify approved commercial terms, ensure required documentation is complete, and escalate any proposed changes to contractual terms for appropriate approval.
• →Resolve administrative discrepancies and serve as the first level of escalation for contract-administration issues, billing disputes, service-entitlement discrepancies and audit inquiries.

Customer Master Data (50%)

• →Enter and maintain customer master data, adhering to governance standards for customer names, addresses, account structures, bill-to and ship-to relationships, contacts, and other applicable customer-master attributes.
• →Monitor customer-master data quality and identify duplicate, incomplete, obsolete, or inconsistent records.
• →Lead customer-master cleanup, corrective activities and contribute to business wide data initiatives.
• →Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations and standards.
• →All other duties as assigned.

• High school diploma required. Bachelor’s degree preferred in business, operations, supply chain, finance, information systems, or a related field.
• Five or more years of relevant experience in service contracts, sales or customer operations, order management, billing, or master data.
• Experience with ERP systems; SAP strongly preferred. Salesforce or similar CRM experience preferred.
• Knowledge of service contracts, customer or installed-base data, billing, service entitlements, and data governance; regulated-industry experience is an asset.
• Demonstrated ability to resolve complex issues, maintain accurate records and controls, and improve processes; prior leadership or coaching experience preferred.
• Strong organization, attention to detail, communication, and problem-solving skills, with the ability to manage competing priorities and work effectively across teams.
• Proficiency in Microsoft Office, particularly Excel.

The position requires the ability to perform the following physical demands and/or have the listed capabilities.

• Usual office working conditions.
• Frequently required to sit; talk; or hear.
• Frequently use fingers to type and do other fine motor tasks.
• Occasionally required to stand; walk, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch.
• Occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision and depth perception.

• Rare (up to 5%) travel may be required based on business need.

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hcushr.department@fujifilm.com or (330) 425-1313).