Technical Support Representative - Bothell WA

FUJIFILM Sonosite, Inc. -- If you are looking for work that matters, you’ll find it at FUJIFILM Sonosite.  As the creator of point of care ultrasound, we dedicate every day to the innovation and development of imaging solutions that enable clinicians to provide improved healthcare in leading institutions, underserved populations and communities in crisis around the globe.  At FUJIFILM Sonosite, we are in the relentless pursuit of answers that allow our customers to be confident that they are making the best clinical decisions for any patient, anywhere, anytime.  Members of the FUJIFILM Sonosite team embody our company values: Go boldly, Stay curious, Passion fuels us, Respect each other, Own it and Act with integrity. Headquartered in Bothell, WA USA, FUJIFILM Sonosite is the proud recipient of numerous prestigious design awards and has in excess of 145 patents.  Our point of care ultrasound systems are sold in more than 100 countries.

Summary:

We are seeking a detail-oriented team player who has a strong desire to help others and who can excel in a fast-paced work environment. As a Technical Support Representative, you will be responsible for answering incoming customer support calls and emails, troubleshooting ultrasound systems and accessories, processing Service orders, setting up shipments and returns of equipment, as well as other related customer service and technical support related tasks and needs.

Essential Job Functions:

• Identifies and handles customer inquiries, resolves customer equipment issues and maintains customer satisfaction
• Provides customer focused support for technical issues and equipment complaints
• ​Answer customer phone calls and emails for support requests
• Provide/Coordinate the repair of returned equipment
• Troubleshoot and isolate software or hardware faults to the PCBA level
• Create Service Requests documenting customer complaints and inquiries into company CRM following company guidelines and processes

Competencies and Qualifications:

• Excellent problem solving and strong analytical skills
• Excellent communication skills
• Experience working with customers primarily via phone support and email environment
• Networking knowledge to provide basic network and connectivity troubleshooting /support
• Ability to effectively and professionally convey written and oral communication
• Ability to handle multiple inquiries and priorities while maintaining a pleasant demeanor with the customer
• Experience in documenting procedures into a CRM

Knowledge and Experience:

• Minimum two (2) years of experience in a Customer Service - Technical Support job position.
• A background in medical devices or general healthcare related support fields is beneficial but not required.
• High School Diploma OR General Education Development (GED) required.
• Familiarity and knowledge with Networking, Microsoft office suite, particularly Word, Excel and Outlook.

Salary and Benefits:

• Starting wage is $26.00/hr. 
• Insurance:
• Medical, Dental & Vision
• Life & Company paid Disability
• Retirement Plan (401k):
• 4% automatic Company contribution
• Fujifilm matches 50 cents for every dollar you contribute, up to 6% of your salary
• Paid Time Off:
• You can accrue up to three (3) weeks of PTO in your first year of employment
• PTO increases based on years of service
• Employee Choice Holidays:
• Four (4) additional paid days off, based on date of hire in the calendar year
• Paid Holidays:
• Eight (8) paid holidays per year

FUJIFILM Sonosite offers a fantastic compensation package, including benefits, and a 401k program.  Visit us today to learn more about our exciting technologies and how you can make a difference.  To apply and obtain further details regarding key responsibilities and experience requirements, check out our careers page at www.Sonosite.com/about/careers.

Equal Employment Opportunity Employer

FUJIFILM Sonosite is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age, protected veteran status, disability status, or any other characteristic protected by law. 

Americans with Disabilities Act

In compliance with the ADA Amendments Act, should you have a disability that requires assistance and / or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 425-951-1200, or via e-mail at ffss-hr@fujifilm.com.  Additionally, the affirmative program/plan is available for review upon formal request by employees and applicants for employment in the Human Resources office during regular office hours.

To all agencies: Please, no phone calls or emails to any employee of FUJIFILM about this requisition. All resumes submitted by search firms/employment agencies to any employee at FUJIFILM via-email, the internet or in any form and/or method will be deemed the sole property of FUJIFILM, unless such search firms/employment agencies were engaged by FUJIFILM for this requisition and a valid agreement with FUJIFILM is in place. In the event a candidate who was submitted outside of the FUJIFILM agency engagement process is hired, no fee or payment of any kind will be paid.

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