Tech Support Engineer, MI - I

The Technical Support Engineer, MI provides remote technical support for HCUS customers. This engineer must be comfortable making critical decisions while working on complex issues. Many situations require an in-depth evaluation of factors which may include customer impact, HCUS business priorities and regulatory 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: https://www.fujifilm.com/us/en/about/region/careers

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.
• 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.

Qualifications

• 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.

Preferred Qualifications: 

• 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

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 10%) travel may be required based on business needs.

*#LI-Remote

In the event that COVID-19  vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.   
Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements.  
For all positions, the Company encourages vaccination against COVID-19 and requires that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption. 

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hcushr.department@fujifilm.com or (330) 425-1313).