Customer Service Engineer Job at FUJIFILM
Overview:
This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing all day, up to 4 hours at a time. The employee must frequently lift and/or move items that weigh up to 50 pounds. The employee must be able to reach above their head to work on equipment that is on a desk, on the floor, or mounted to the ceiling, must also be comfortable on ladders.
Ability to use hands to type and have the manual dexterity to manipulate hand tools such as screwdrivers, pliers, wrenches etc.
Equal Opportunity Employer
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: Customer Service Engineer
Job purpose
Under direct supervision, performs installation, maintenance and repairs on Company products at assigned customer sites as directed by the Area Service Manager.
Duties and responsibilities
- Basic troubleshooting, installation, maintenance and service repair needs on designated equipment.
- Complete Preventative Maintenance and Functional Management Inspections.
- Keeping up to date on administrative responsibilities such as maintaining customer service orders and internal service records per Fuji policies.
- Maintaining daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
- Requires active listening skills and above average customer service skills.
- Requires sound organization and administrative skills, self-starter a must along with ability to maintain paperwork to FDA and company required standards.
- Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner.
- Maintaining tools and test equipment properly and ensuring calibration.
- Ordering and managing repair parts cycle times.
- Meeting Health and Human Services and Environment Health and Safety requirements.
- Managing vendor’s service delivery processes in compliance with Fuji policies.
- Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
- Experience interfacing with both internal team members and external customers as part of a solution based service process.
- Participating in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.
- May include training of clinical staff on designated equipment.
- Must be able to work both individually and in an established team setting.
- Valid driver's license and good driving record required.
- Prior knowledge and experience with x-ray equipment desirable: knowledge of x-ray physics and fundamental diagnostic x-ray imaging preferred.
- Change agent and process oriented.
- Comply with all applicable 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
Participates in training programs sponsored by the Company and/or other outside training institutions in order to acquire the requisite skills necessary to perform the primary job duties and responsibilities inherent in the position. It is expected that all employees will obtain the following professional certifications within 2 years following their appointment to this position:
- Minimum of an Associate’s degree or equivalent experience in an electrical, electronics or computer science discipline.
- Minimum of 5 years of troubleshooting experience using appropriate troubleshooting techniques and tools/test equipment.
- 100% field and factory trained on designated Fujifilm product lines.
- Microsoft Certified Professional - certification in Windows current version.
Physical requirements
The position requires the ability to perform the following physical demands and/or have the listed capabilities.
The ability to sit /stand100% of applicable work time.- The ability to lift and carry up to fifty pounds.
This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing all day, up to 4 hours at a time. The employee must frequently lift and/or move items that weigh up to 50 pounds. The employee must be able to reach above their head to work on equipment that is on a desk, on the floor, or mounted to the ceiling, must also be comfortable on ladders.
Ability to use hands to type and have the manual dexterity to manipulate hand tools such as screwdrivers, pliers, wrenches etc.
TRAVEL:
Ability to work/travel over-night, on-call rotations, after hour’s shifts and weekends.
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.
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