Lead National Support Spec

Position Overview

The Lead National Support Specialist [NS3], provides an additional level of expertise and experience to the customer service national support specialists team. The Lead NS3 will assist in driving all aspects of customer support related issues, and problems, requiring escalation or high priority of each product including, but not limited to: storage, PACS, VNA, Mobility, 3D Systems, Syncomm and Clinical Information Systems for Radiology to ensure an optimal customer experience and timely resolution to high priority issues.

Company Overview

FUJIFILM Healthcare Americas Corporation is a comprehensive healthcare company that has an extensive range of technology and expertise in the detection, diagnosis, and treatment of diseases. Fujifilm’s innovative portfolio includes solutions spanning diagnostic imaging, enterprise imaging, endoscopic imaging, surgical imaging, and in-vitro diagnostics. The company is headquartered in Lexington, Massachusetts. For more information, please visit healthcaresolutions-us.fujifilm.com.

FUJIFILM Holdings Corporation, headquartered in Tokyo, leverages its depth of knowledge and proprietary core technologies to deliver innovative products and services across the globe through the four key business segments of healthcare, electronics, business innovation, and imaging with over 70,000 employees. Guided and united by our Group Purpose of “giving our world more smiles,” we address social challenges and create a positive impact on society through our products, services, and business operations. Under its medium-term management plan, VISION2030, which ends in FY2030, we aspire to continue our evolution into a company that creates value and smiles for various stakeholders as a collection of global leading businesses and achieve a global revenue of 4 trillion yen (29 billion USD at an exchange rate of 140 JPY/USD). For more information, please visit: www.fujifilmholdings.com.

For further details about our commitment to sustainability and Fujifilm’s Sustainable Value Plan 2030, click here.

Job Description

Duties and Responsibilities:

• Responsible for monitoring and ensuring the successful and timely completion of all assigned escalations, or high priority projects.
• This includes, but is not limited to:
  • Attending Sales and Service meetings when requested.
  • Works intimately with the FMIS development team to ensure that the product works effectively and efficiently and makes recommendations for product enhancements.
  • Acting as the primary point of escalation for issues for the various teams as well as the sales and MI business organizations.
  • Driving project completion and assisting in implementation process within the National Support Specialists team.
  • Monitoring issue progress within TFS, Salesforce, and Workfront management tracking and reporting system.
  • Assist in departmental processes development in accordance with ITIL guidelines and methods.
• Performs initial investigation on high priority and more technically challenging escalations.
• Participates in the preparation and updates of assigned process documentation.
• Develops process management tools and incorporates best practices and processes to ensure customer satisfaction.
• Develops effective business relationships and ensure cross-functional cooperation with the Sales, Marketing, Service, and Engineering Departments in order to ensure successful completion of issues and problems.
• Schedules and holds recurring project status review calls with assigned staff for the purpose of evaluating and reporting project quality and timeliness.
• Manages assigned projects as required to meet company and departmental goals.
• Help develop and maintain documentation for overall processes, issues, and problems.
• Continue improving processes with other departments.
• Develops and maintains strong customer relations.
• Ensure proposed MI solutions align with overall goals and direction of the HCUS MI business.
• Compliance with respect to all applicable requirements of the company’s quality management system.
• All other functions and or responsibilities that may be assigned by management.
• Adheres to the Company's ethics, 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.
• All other functions and or responsibilities that may be assigned by management.

Qualifications: