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.

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.” Visit: https://www.fujifilm.com/us/en/about/region/careers

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:

• Minimum two years of experience within the National Support Specialists team.
• Bachelor’s degree in Computer Science and/or Information Systems with a minimum of eight (8) years of related professional experience or comparable education and work experience.
• Familiarity with ITIL Support Process Model and support levels.
• Minimum five (5) years of progressive experience as a Technical, Systems, Software or Quality Assurance Engineer in Medical IT and/or Imaging products.
• Exceptional communication and organizational skills as well as knowledge of Windows OS (Microsoft Server 2008, 2012, 2016+), networking, SQL Server and Oracle.
• Successful management of professional services support cases, IT projects and products, software release and implementations in parallel.
• Familiarity with clinical data transfer protocols and interfaces (DICOM, HL7, XML, etc.).
• Knowledge of PACS, VNA, Mobility, Syncomm and Clinical Information Systems for Radiology, and related services including workflow.
• Proven track record as a strong technical liaison.
• Self-directed with excellent management skills.
• Strong interpersonal, team building and leadership skills.
• Inquisitive and creative with good decision-making skills.
• Resourceful and thorough with a strong sense of urgency.
• Some travel may be required.

In addition to the above, all employees are expected to:

• Promote teamwork and cooperative effort.
• Help train and give guidance to other employees.
• Provide customers with the highest quality products and services.
• Understand and apply appropriate quality management.

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.
• The ability to lift and carry up to ten pounds up to 20% of applicable work time.

This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing all day, up to 4 hours at a time. The employee must frequently lift and/or move items that weigh up to 50 pounds. The employee must be able to reach above their head to work on equipment that is on a desk, on the floor, or mounted to the ceiling, must also be comfortable on ladders.

Ability to use hands to type and have the manual dexterity to manipulate hand tools such as screwdrivers, pliers, wrenches, etc.

Travel:

• Occasional (up to 25%) travel may be required based on business need.

In the event that COVID-19  vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.  

Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements. 

For all positions, the Company encourages vaccination against COVID-19 and requires that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

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 e-mail at hcushr.department@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.

* #LI-Remote

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hcushr.department@fujifilm.com or (330) 425-1313).