FUJIFILM Healthcare Americas Corporation is a leading innovator in diagnostic and enterprise imaging solutions designed to meet the evolving needs of healthcare across prevention, diagnosis, and treatment. Fujifilm’s medical imaging portfolio includes solutions for digital radiography, mammography, computed tomography, magnetic resonance imaging, ultrasound, endoscopy, and endosurgery. The Synapse® Enterprise Imaging portfolio provides healthcare professionals with the imaging and data access needed to deliver a complete patient record. REiLI®, Fujifilm’s artificial intelligence initiative, combines Fujifilm’s rich image -processing heritage with cutting-edge AI innovations to inspire a new tier of clinical confidence. The In-Vitro Diagnostic portfolio provides the golden standard of molecular based immunoassay technology for liver surveillance, cutting edge clinical diagnostic chemicals for leading laboratories across the country and diagnostic chemicals for OEM white labeling products. The company is headquartered in Lexington, Massachusetts. For more information, please visit healthcaresolutions-us.fujifilm.com.

Job Purpose

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.

 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.
• 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.
• 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.

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 needs.

FUJIFILM is an equal opportunity and affirmative action employer.  All qualified applicants will receive consideration without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, disability, protected veteran status or any other characteristic protected by applicable federal, state or local law.