Sr. Technical Support Engineer

Overview

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 Purpose: The Senior Technical Support 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.

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.

External US

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 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 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 High School Diploma required.
• 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 interperson