Customer Care Coordinator - ES

Position Overview

The Customer Care Coordinator, ES serves as a key operational liaison for post-sales customer support and service operations. This position is responsible for coordinating repair administration, loaner and demonstration equipment management, customer order support, and service quotations while ensuring timely execution of customer requests. Working closely with Sales, Service, Warehouse, Product Management, and customers, this role helps maximize equipment availability, maintain business continuity, and deliver an exceptional customer experience within a regulated medical device environment

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

Customer Service & Order Management

• Process customer purchase orders for accessories and related products accurately and efficiently.
• Respond to customer inquiries, requests, and complaints in a professional and timely manner.
• Provide phone support regarding repairs, loaner and demonstration equipment, quotations, service contracts, and other post-sales activities.
• Prepare and coordinate quotations for products and service agreements within established service level expectations.
• Maintain accurate customer, equipment, warranty, and asset information within internal systems.
• Coordinate customer communications regarding repair status, equipment availability, and servicerelated updates.Asset Management (Loaner & Demonstration Equipment)
• Coordinate the deployment, shipment, retrieval, tracking, reassignment, and inventory visibility of loaner and demonstration equipment to support customer service and commercial activities.
• Coordinate equipment availability to support customer repairs, product demonstrations, evaluations, and sales activities.
• Maintain accurate asset records and equipment status throughout the equipment lifecycle.
• Monitor loaner and demonstration equipment utilization and communicate equipment availability to internal stakeholders.
• Support periodic inventory reconciliation and reporting for loaner and demonstration assets.Repair Operations
• Create Return Material Authorizations (RMAs) and maintain accurate information within the repair management system to support repair administration, customer communication, and asset tracking.
• Coordinate repair workflow from customer intake through equipment return while maintaining accurate status visibility.
• Prepare repaired equipment and loaner units for shipment in accordance with company procedures.
• Coordinate shipping activities to ensure customer and business priorities are met.Operational Support
• Coordinate demonstration equipment logistics in partnership with Sales and Product Management to support product evaluations, customer demonstrations, and commercial initiatives.
• Inspect shipping crates and verify basic equipment functionality prior to shipment.
• Generate, maintain, and analyze operational reports using SAP, Excel, and repair management systems.
• Maintain organized documentation of customer invoices, work orders, and operational records.
• Collaborate with Sales, Service, Warehouse, and Product Management to ensure timely execution of customer requests.
• Prioritize multiple customer requests and operational activities while meeting established service level expectations.
• Support departmental projects and process improvement initiatives that enhance operational efficiency and customer satisfaction.
• Perform other duties and special projects as assigned.

Quality & Regulatory Compliance

• Adhere to all company safety policies and procedures.
• Perform all duties in accordance with company quality system requirements and established procedures.
• Comply with all applicable U.S. Food and Drug Administration (FDA) regulations, ISO 13485 requirements, and other applicable laws, regulations, and standards.

Qualifications

• High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Minimum of two (2) years of experience in customer service, service coordination, medical device operations, customer care, or a related operational support role preferred.
• Experience coordinating customer service activities in a regulated medical device environment preferred.
• Experience with SAP, CRM, or repair management systems preferred.
• Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong communication and interpersonal skills with the ability to coordinate effectively across Sales, Service, Warehouse, Product Management, and customers.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
• Ability to work independently while contributing effectively within a collaborative team environment.

Physical requirements

The position requires the ability to perform the following physical demands and/or have the listed capabilities:

• Ability to sit for 75–100% of the workday.
• Ability to use hands and fingers to operate office equipment, keyboards, and computer systems.
• Ability to stand, talk, and hear for extended periods as required.
• Ability to lift and carry up to 25 pounds occasionally.
• Ability to perform close visual work, including reviewing documents and computer screens.

Travel

• Occasional (up to 25%) travel may be required based on business or training needs.

Salary and Benefits:

• $24.16- $29.80 hourly (depending on experience)
• 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).