Sr Customer Care Loaner Spec

Position Overview

The Senior Customer Care Loaner Disbursement Specialist is the focal point of accountability for all loaner distribution. This role is pivotal in ensuring the highest levels of customer satisfaction to our customers and partners by meeting loaner needs in an efficient and timely manner.

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:

Duties and Responsibilities:

• Same day disbursement of Loaners as dictated by available stock.
• Maintain Loaner Status Report.
• Meet weekly and communicate frequently with Parts Mgr. and department.
• Ensure shipment of customer’s repaired equipment including follow up communication within three (3) business days after shipment to meet customer satisfaction.
• Respond and resolve all customer complaints and inquiries in a timely manner.
• Assist with the retrieval of loaners fifteen (15) business days after shipment of repaired equipment sent back to the customer.
• Reassignment of Loaners.
• Assist as needed with answering order mailbox inquiries.
• Back‑up Customer Care team as needed.
• Other duties as required and requested by Management or Manager.
• 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.
• Successfully obtain on time Work Order Repair approvals while maintaining communication with the customer regarding the status of all open orders.
• Perform data entry for parts for Demo/Loaner repairs.
• Assist as needed with pare part or equipment order entry in SAP.

Qualifications:

• Bachelor’s Degree and a minimum of 5 plus years work experience.
• Microsoft Office.
• Excellent communication skills.
• Able to adapt to high pressure situations.
• Strong ability to multi‑task multiple orders or customer requests at the same time.

Physical requirements:

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

• The ability to sit up 75-100% of applicable work time.
• The ability to use your hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time.
• The ability to stand, talk, and hear for 75% of applicable work time.
• The ability to lift and carry up to ten pounds up to 20% of applicable work time.

Travel:

• Occasional (up to 25%) travel may be required based on business need.

In the event that COVID‑19 vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID‑19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements.

For all positions, the Company encourages vaccination against COVID‑19 and requires…