Senior Technical Support Engineer, TAC (REMOTE)
FUJIFILM
Remote
senior
technical
technical support
engineer
tac
remote
medical
technical
regulatory
healthcare
medical imaging
data
engineer
August 21, 2022
FUJIFILM
Conestee, SC, SC
FULL_TIME
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.
Job Title: Senior Technical Support Engineer, TAC
Job purpose
The Senior Technical Assistance Center Engineer provides highly visible remote technical, applications and system admin support for HCUS customers. Works on complex issues where analysis of situations requires an in-depth evaluation of variable factors which may include customer impact, HCUS business priorities and regulatory requirements. The Engineer operates with little supervision and is comfortable making critical decisions to resolve customer issues. Provides mentorship to team members on technical and product knowledge.
Duties and responsibilities
- Assesses hardware, software and network related issues on customer systems and provides solutions for repairs by performing remote troubleshooting, diagnostic evaluations and routine inspections on medical imaging systems, equipment and components sold or serviced by the company.
- Provide product module and/or sub-module specific advanced support, guidance and assistance to Customer Support Engineers and other staff.
- Liaise with engineering development and support staff to analyze product malfunctions requiring engineering action, assists with escalations and delivers the results to other staff members.
- Collaborate with other internal and external groups on solving complex technical issues and developing innovative solutions.
- Effectively document problems and solutions into a product knowledge database.
- Assists in developing troubleshooting guides, bulletins, software files and similar resources on existing products.
- Learn and remain compliant with all regulatory and quality requirements.
- Occasionally participates in customer site visits, as necessary.
- Maintain an expert working knowledge of current medical imaging products and related technologies by staying abreast with the latest industry / technology advances through continuous education.
- Short notice and / or overnight travel, as required, to work on customer systems.
- working outside of normal business house, overtime, and holidays may be required based on the needs of the business.
- Works cross-functionally as required and handles other duties as assigned.
- Maintain a high level of success with the team's Key Performance Indicators
- Customer Satisfaction-measured on individual satisfaction factors
- Availability to answer calls, call handling, communication, and documentation skills
- Timely support case closures
- Completion of assigned projects on schedule
- Completion of provided trainings
- Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.
- 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
- Minimum of 7 years of industry related professional experience.
- Advanced working knowledge of current network technologies.
- Ability to achieve results and meet goals in a fast-paced, team environment.
- Superior communication and interpersonal skills, excellent phone manner.
- Ability to make independent decisions based on interpretation of technology data and product knowledge.
- Excellent organizational and multi-tasking skills.
Preferred Skills
- Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server and Oracle.
- PACS Administration (prior NUC Medical Technician experience a plus)
- Advanced knowledge of Synapse workflows and their implementations.
- Advanced knowledge in Synapse application front end
- Advanced knowledge of medical informatics architecture (VMware and Storage Solutions)
- Experience with clinical data transfer protocols and interfaces (HL7 and DICOM)
- Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications)
- Security Certifications (Security + or higher)
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.
TRAVEL:
Occasional (up to 25%) travel may be required based on business need.
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.
Requisition ID: 2022-21026
External Company URL: https://uscareers-fujifilm.icims.com
Street: 204 Westfield St
Job Title: Senior Technical Support Engineer, TAC
Job purpose
The Senior Technical Assistance Center Engineer provides highly visible remote technical, applications and system admin support for HCUS customers. Works on complex issues where analysis of situations requires an in-depth evaluation of variable factors which may include customer impact, HCUS business priorities and regulatory requirements. The Engineer operates with little supervision and is comfortable making critical decisions to resolve customer issues. Provides mentorship to team members on technical and product knowledge.
Duties and responsibilities
- Assesses hardware, software and network related issues on customer systems and provides solutions for repairs by performing remote troubleshooting, diagnostic evaluations and routine inspections on medical imaging systems, equipment and components sold or serviced by the company.
- Provide product module and/or sub-module specific advanced support, guidance and assistance to Customer Support Engineers and other staff.
- Liaise with engineering development and support staff to analyze product malfunctions requiring engineering action, assists with escalations and delivers the results to other staff members.
- Collaborate with other internal and external groups on solving complex technical issues and developing innovative solutions.
- Effectively document problems and solutions into a product knowledge database.
- Assists in developing troubleshooting guides, bulletins, software files and similar resources on existing products.
- Learn and remain compliant with all regulatory and quality requirements.
- Occasionally participates in customer site visits, as necessary.
- Maintain an expert working knowledge of current medical imaging products and related technologies by staying abreast with the latest industry / technology advances through continuous education.
- Short notice and / or overnight travel, as required, to work on customer systems.
- working outside of normal business house, overtime, and holidays may be required based on the needs of the business.
- Works cross-functionally as required and handles other duties as assigned.
- Maintain a high level of success with the team's Key Performance Indicators
- Customer Satisfaction-measured on individual satisfaction factors
- Availability to answer calls, call handling, communication, and documentation skills
- Timely support case closures
- Completion of assigned projects on schedule
- Completion of provided trainings
- Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.
- 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
- Minimum of 7 years of industry related professional experience.
- Advanced working knowledge of current network technologies.
- Ability to achieve results and meet goals in a fast-paced, team environment.
- Superior communication and interpersonal skills, excellent phone manner.
- Ability to make independent decisions based on interpretation of technology data and product knowledge.
- Excellent organizational and multi-tasking skills.
Preferred Skills
- Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server and Oracle.
- PACS Administration (prior NUC Medical Technician experience a plus)
- Advanced knowledge of Synapse workflows and their implementations.
- Advanced knowledge in Synapse application front end
- Advanced knowledge of medical informatics architecture (VMware and Storage Solutions)
- Experience with clinical data transfer protocols and interfaces (HL7 and DICOM)
- Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications)
- Security Certifications (Security + or higher)
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.
TRAVEL:
Occasional (up to 25%) travel may be required based on business need.
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.
Requisition ID: 2022-21026
External Company URL: https://uscareers-fujifilm.icims.com
Street: 204 Westfield St
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