Technical Support Engineer, MI – II

Fujifilm

1d•Remote

About The Position

The Technical Support Engineer, MI – II (Tier II) handles remote technical support across our product lines for HCUS customers. The expectation of the position is to be versed in primary support across our Synapse products, and the ability to support more complex issues. This engineer must be comfortable with making decisions while working on these more complex issues. This role requires a firm grasp of time management and organizational skills. To meet the needs of our customers, working outside normal business hours and on some weekends/holidays is required. In addition to working OT to handle workload and meet required metrics/expectations. 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.”

Requirements

Bachelor’s Degree, Trade School Certification (Industry related), or Industry Experience Equivalent.
One or more industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred).
Knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle.
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.

Nice To Haves

FUJIFILM Synapse Administration experience.
Knowledge with Synapse application front end.
Knowledge of Synapse workflows and their implementations.
Experience with clinical data transfer protocols and interfaces (HL7 and DICOM).
Working knowledge of medical informatics architecture (VMware and Storage Solutions).
Security Certifications (Security + or higher).
Working knowledge of Linux Architecture.
Knowledge of PostgreSQL.

Responsibilities

Supports our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with timely responses.
Works on 3rd party hardware, software, and network related issues that are sold or supported by FUJIFILM.
Effectively documents the troubleshooting of issues and follows the TAC escalation process to move cases to the next level engineer.
Engineers must have the ability and skillset to answer and facilitate incoming customer calls, effectively communicate with our customers, and document the interactions within a case.
Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned.
Monitors TAC phone system wallboards to ensure that proper statuses are maintained.
Positive customer surveys, documentation accuracy and consistency, timely case and project completion, and finishing the assigned trainings are standard expectations for all FUJI engineers.
Maintains a high level of success with yearly goals provided by your manager and metrics defined on a team level.
Working outside of normal business hours, overtime, holidays, and participation in an on-call rotation are required to cover the needs of the business.
Some short notice overnight travel, based on the needs of the business, to work on customer systems.
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.