Sr Project Team Support Engineer
United States of America
Full Time
2 hours ago
H1B Sponsor Likely
Key skills
Windows Server 2012Windows Server 2016Windows Server 2019Windows Server 2022+Networking technologiesSQL ServerOracleSynapse workflowsSynapse application front endMedical informatics hardwareVMWareStorage solutionsClinical data transfer protocolsHL7DICOMConnectWise AutomateNetwork technologiesMicrosoft certificationsVMWare certificationsCisco certificationsSecurity+ certificationMulti-taskingSQLSalesforceCommunicationSales
About this role
FUJIFILM Cellular Dynamics, Inc is on a mission to innovate for a healthier world, seeking a Senior Projects Support Engineer to provide remote technical and applications support for HCUS customers. This role involves managing operational projects, troubleshooting customer systems, and collaborating with internal teams to develop innovative solutions.
Responsibilities:
- Process and manage turn over to service Audits from various internal teams
- Manage and administrate MI service operational applications. Automate, Control, XTAM, SecureLink
- Manage back-end reporting process to assist in License Compliance
- Manage billable projects handled by the TAC
- Maintain and manage multiple SalesForce queues for assisting the overall TAC goals
- Work with Sales and other internal teams to provide the passing of profitable opportunities that come into TAC
- 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
- Works cross-functionally as required and handles other duties as assigned
- Maintain a high level of success with the teams 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
- Comply with and pass all requirements for vendor credentialing as part of gaining access to hospitals and facilities to perform assigned job duties
Requirements:
- Minimum of 7 years of industry related professional experience
- ConnectWise Certification for Automate
- 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
- Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server and Oracle
- Advanced knowledge of Synapse workflows and their implementations
- Advanced knowledge in Synapse application front end
- Advanced knowledge of medical informatics hardware (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 the equivalent)