• Product Support Specialist - Medical Informatics

    Job Locations US-WA-Bothell
    Posted Date 2 months ago(12/27/2018 7:05 PM)
    Requisition ID
    Technical Services
    Company (Portal Searching)
    FUJIFILM SonoSite
  • Overview

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    Product Support Specialist - Medical Informatics - Bothell, WA


    FUJIFILM, SonoSite, Inc . We are an innovative and high performance culture with tremendous opportunities.  People who work here are given the unique opportunity to contribute to the advancement of healthcare throughout the world.  Headquartered in Bothell, WA USA, FUJIFILM SonoSite is represented by a global distribution network in over 100 countries.  Since its inception, FUJIFILM SonoSite’s lightweight, robust products have created and led the point-of-care ultrasound market. From sophisticated urban hospital emergency rooms to clinics in austere, remote villages, FUJIFILM SonoSite systems are used by over 21 medical specialties and provide clinicians around the world with a cost-effective tool for improving patient safety and workflow efficiency. FUJIFILM SonoSite holds a number of prestigious design awards and has in excess of 145 patents.


    External US

    Job Summary:


    Join a highly energized and capable team to deploy and support our enterprise software solutions in the healthcare industry. Responsible for maintaining excellent customer satisfaction by working directly with healthcare information technology and medical imaging staff. Responsible for Level-1and Level-2 Help Desk job functions and responsibilities in compliance with the company’s quality procedures. Collaborate with the FUJIFILM SonoSite engineering team to keep abreast of the software’s continuously evolving functionality, and apply that knowledge to optimize the software performance at customer sites.

    This position is located at the FUJIFILM SonoSite, Inc. office in Bothell, WA. All candidates must be eligible to work in the USA without sponsorship. Some occasional travel may be required


    Essential Job Functions:


    • Provide Technical Support for Medical Informatics Solutions to FUJIFILM SonoSite customer installed base.
    • Train customers regarding the use of the company’s products including Medical Informatics solutions.
    • Collects and tracks data, obtained through the respective calls, within established CRM tools.
    • Maintains accurate and detailed records and works strategically to collaborate with all members of the team, based on data collected.
    • Works collaboratively with the sales/service team.
    • Test new versions and functionalities of the company’s entire product portfolio.
    • Mentor and train other employees in Medical Informatics solutions and processes to increase overall knowledge level within department.
    • Monitors the existing customer base satisfaction and escalates concerns quickly to the Service team.
    • Continuously update the CRM/Salesforce database with current profile information about our existing customers.


    Cross Functional Collaboration:

    • Act as a liaison with 3rd party partners and OEM vendors to resolve customer escalated issues per contract requirements.
    •  Communicates effectively within, and between, various cross-functional departments within the organization to ensure maximum collaboration with the Sales, Service, Training, and Marketing teams.
    • Attends meetings and conferences via a travel schedule that is consistent with the requirements of the position.


    Knowledge and Experience:



    • 4 years Degree in Computer Science/ Information Technology
    • Minimum of 3 years of technical experience, preferably customer support/service and relevant to medical field
    • Operational experience in Healthcare IT and knowledge of clinical workflows.
    • Operational experience working with DICOM, HL7, and other network communication protocols.
    • Operational experience working with PACS, VNA's, and EMR's.
    • Experience with hospital order processing and encounter-based workflows.
    • CRM Experience required (Salesforce.com preferred)
    • Prior experience working in a Healthcare IT position
    • Understanding of clinical workflow (admitting, billing, documentation, etc.)
    • Experience with EMR systems (e.g Epic, Cerner, Allscripts)
    • Experience leading data migration projects
    • Knowledge of Windows OS, networking, Server, TCP/IP and FTP protocols. Microsotf SQL.

    Skills and Abilities:


    • Knowledge of ultrasound technology & ability to learn SonoSite product line and configurations.
    • Excellent written & oral communications skills.
    • Excellent troubleshooting skills
    • Ability to multi-task and handle multiple projects concurrently.
    • Able to communicate using medical industry-specific terminology.
    • Travel required (Up to 30% of the time).
    • Ability to lift 25lbs with or without accommodations.



    FUJIFILM SonoSite, Incoffers a fantastic compensation package, including benefits, and a 401k program.  Visit us today to learn more about our exciting technologies and how you can make a difference.  To apply and obtain further details regarding key responsibilities and experience requirements, check out our careers page at   www.SonoSite.com/careers.

    FUJIFILM SonoSite, Inc.   is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age, protected veteran status, disability status, or any other characteristic protected by law. 

    In compliance with the ADA Amendments Act, should you have a disability that requires assistance and / or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 425-951-1200, or via e-mail at ffss-hr@fujifilm.com .   Additionally, the affirmative program/plan is available for review upon formal request by employees and applicants for employment in the Human Resources office during regular office hours.


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