This position is intended to serve as the primary point of contact between customers and service staff. In addition, participates in after-hours contact support, and provides administrative support to Service quality related functions.

FUJIFILM Healthcare Americas Corporation is a comprehensive healthcare company that has an extensive range of technology and expertise in the detection, diagnosis, and treatment of diseases. Fujifilm’s innovative portfolio includes solutions spanning diagnostic imaging, enterprise imaging, endoscopic imaging, surgical imaging, and in-vitro diagnostics. The company is headquartered in Lexington, Massachusetts. For more information, please visit healthcaresolutions-us.fujifilm.com.

FUJIFILM Holdings Corporation, headquartered in Tokyo, leverages its depth of knowledge and proprietary core technologies to deliver innovative products and services across the globe through the four key business segments of healthcare, electronics, business innovation, and imaging with over 70,000 employees. Guided and united by our Group Purpose of “giving our world more smiles,” we address social challenges and create a positive impact on society through our products, services, and business operations. Under its medium-term management plan, VISION2030, which ends in FY2030, we aspire to continue our evolution into a company that creates value and smiles for various stakeholders as a collection of global leading businesses and achieve a global revenue of 4 trillion yen (29 billion USD at an exchange rate of 140 JPY/USD). For more information, please visit: www.fujifilmholdings.com.

For further details about our commitment to sustainability and Fujifilm’s Sustainable Value Plan 2030, click here.

Duties and responsibilities

• Processes emergency service request calls answered in the CSC through emergency 800 number.
• Participates in the after-hours on-call Customer Service Center support.
• Processes non-related emergency service calls (transfers, information requests, etc.).
• Implements, controls, improves and maintains CSC portions of CRM.
• Create and update system problem records in CRM.
• Performs other duties as directed by the Customer Service Center 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.

Qualifications

Required:

• At least two (2) years experience in a customer service center environment.
• Ability to navigate and escalate calls appropriately. 
• Excellent written and verbal communication skills.
• Must be computer literate (i.e., basic understanding of computers as well as the ability to learn new versions of computer operating software).
• High school diploma/GED required.
• Must have a valid driver’s license with a safe driving record.

Special Skills or Other Job Requirements preferred:

• Detailed knowledge of administrative procedures.
• Individual must be self-motivated, able to work independently, multi-task projects and possess decision-making skills.

Physical requirements

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.

Travel

• Occasional (up to 10%) 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 that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

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).