Tech Support Engineer, MI - I

FUJIFILM Healthcare Americas Corporation is on a mission to innovate for a healthier world, seeking a Technical Support Engineer, MI to provide remote technical support for HCUS customers. The role involves troubleshooting complex issues, collaborating on technical solutions, and maintaining compliance with regulatory requirements.

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
• 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
• 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
• Potential short notice and / or overnight travel, as required, to work on customer systems
• Working outside of normal business hours, 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 training
• Must be VCP Certified within two years of being hired
• Must acquire the knowledge necessary to be designated as a FUJIFILM Subject Matter Expert (SME) in more than one disciple within two years of being hired
• 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

Requirements:

• Minimum of three years of industry related professional experience
• Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred)
• Superior communication and interpersonal skills, excellent phone manner
• Ability to achieve results and meet goals in a fast-paced, team environment
• Ability to make independent decisions based on interpretation of technology data and product knowledge
• Excellent organizational and multi-tasking skills
• Must be VCP Certified within two years of being hired
• Must acquire the knowledge necessary to be designated as a FUJIFILM Subject Matter Expert (SME) in more than one disciple within two years of being hired
• 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
• FUJIFILM Synapse Administration
• Advanced knowledge of Synapse workflows and their implementations
• Advanced knowledge in Synapse application front end
• Experience with clinical data transfer protocols and interfaces (HL7 and DICOM)
• Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and Oracle
• Advanced knowledge of medical informatics architecture (VMware and Storage Solutions)
• Security Certifications (Security + or higher)
• Linux Architect