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 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.

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 need.

Equal Opportunity Employer

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.