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.

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:

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…