Representative II, Customer Service - Fujifilm

Overview

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.

External US

Job Title: Representative II, Customer Service

Job purpose

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.

Duties and responsibilities

• Processes emergency service request calls answered in the CSC both through emergency 800 number.
• Processes requests for parts orders and helium orders.
• Process pick-up requests (parts too large/heavy to ship back from the field via FedEx; and cryogen related items).
• Assists in rolling out and tracking SIB’s.
• Participates in the after-hours on-call Customer Service Center support.
• Processes and records safety related complaints.
• 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

Experience:

• At least two (2) years of prior experience in a customer service center environment is required.
• Proven ability to provide guidance to and escalated assistance to customers via written and verbal avenues of communication.

Educational requirements:

• High school diploma/GED required.

Special skills or other job requirements: 

• Detailed knowledge of administrative procedures.
• Excellent written and verbal communication skills are necessary.
• Must be computer literate (i.e., basic understanding of computers as well as the ability to learn new versions of computer operating software).
• Individual must be self-motivated, able to work independently, multi-task projects and possess decision-making skills.
• Must be willing to work a rotating shift (7-4, 8-5 and 10-7).
• Must have a valid driver’s license with a safe driving record.

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 needs.

Equal Opportunity Employer

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.