Sr Customer Care Loaner Specialist

Position Overview

The Senior Customer Care Loaner Specialist is the primary point of accountability for the end-to-end coordination of the Company’s loaner equipment program. This role is responsible for ensuring timely loaner fulfillment, retrieval, inventory accuracy, and customer communication while delivering an exceptional customer experience. The position works closely with Sales, Service, and Warehouse team to ensure efficient execution of all loaner-related activities while maintaining compliance with company policies, FDA regulations, and ISO requirements.

Company Overview

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

Job Description

Duties and Responsibilities:

Loaner Operations

• Coordinate same-day disbursement of loaner equipment based on customer needs and available inventory.
• Retrieve loaner equipment within fifteen (15) business days following shipment of repaired equipment to the customer.
• Coordinate reassignment and redistribution of loaner equipment to maximize availability and utilization.
• Maintain accurate Loaner Status Reports and monitor the status of all active loaners throughout the loaner lifecycle.
• Monitor outstanding loaners and proactively communicate with customers regarding return requirements.

Customer Support

• Serve as the primary point of contact for loaner-related customer inquiries and requests.
• Respond to and resolve customer complaints and inquiries in a timely and professional manner.
• Successfully obtain timely Work Order Repair approvals while maintaining proactive communication with customers regarding the status of all open repair orders.
• Follow up with customers within three (3) business days after repaired equipment has been shipped to ensure customer satisfaction.

Inventory & SAP Administration

• Perform monthly loaner inventory reconciliation.
• Create Return Material Authorizations (RMAs) for customer returns.
• Create Loaner Late Fee orders through SAP.
• Perform data entry related to Demo/Loaner repairs.
• Assist with spare parts and equipment order entry in SAP as needed

Cross-functional Coordination

• Meet regularly and communicate frequently with the Parts Manager and Parts Department to coordinate loaner availability, repair status, and operational priorities.
• Coordinate with Customer Care, Service, Warehouse, and other internal departments to ensure timely execution of all loaner-related activities.

Team Support

• Assist with answering Customer Care order mailbox inquiries as needed.
• Provide backup support for Customer Care team members during absences or periods of increased workload.
• Perform other duties as assigned by Management.

Compliance

• Comply with all applicable U.S. Food and Drug Administration (FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements, and all other applicable laws, regulations, company policies, and standards.

Qualifications:

• High School Diploma is required.
• Minimum of 3 years’ experience in customer care or service related work environments, preferably in the healthcare industry.
• Able to use 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.

Salary and Benefits:

• $29.00-$34.27/hr (DOE)
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

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.

EEO Information

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.

ADA Information

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 ([email protected] or (330) 425-1313).