The Distinguished National Support Engineer provides the highest level of technical expertise and experience to the Fujifilm Healthcare Medical Informatics business covering all currently offered products including, but not limited to: storage systems, PACS (Radiology/Cardiology), VNA, Mobility, 3D Systems, Syncomm and Clinical Information Systems. While this position may provide direct support to the Technical Assistance Center (TAC), the primary focus is technical leadership and direction be provided to all other functional departments within the business including to but not limited to development. In some cases, support will also be provided to the modality side of the business as well.

The Distinguished National Support Engineer will assist in driving all aspects of customer support related issues that are mostly technical in nature, although system administration and clinical support is provided utilizing the escalation process. The Distinguished National Support Engineer, will evaluate, triage, present and work in concert with development leadership to ensure an optimal customer experience and timely resolution to high-priority issues.

Additionally, the Distinguished National Support Engineer is tasked with documenting all activities associated with an issue and providing communication (service bulletins, procedures, etc.) to the TAC, Project Engineering and Upgrade teams and in some cases directly to the customer. As needed, training is to be provided by the Distinguished National Support Engineer to the various technical and non-technical areas on new software/product releases.

Beyond the technical leadership provided by Distinguished National Support Engineer, complex problem solving, mentorship and guidance, customer interaction, provide project leadership will also be provided.

Also, this position requires the Distinguished National Support Engineer to be up to date on latest technologies and the ability to present the technology to the business and how it can improve the identified business needs.

In addition, the Distinguished National Support Engineer will provide after-hours technical support via the On-call process for down site situations 24/7 as needed.

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:

• Advanced Troubleshooting
  • Provides skills, knowledge, and experience in solving complex issues that other areas cannot resolve.
  • Tasked with review and triaging of escalations received from TAC, presenting the issue to development, working with development until resolution.
  • Consults with TAC and Development to analyze Synapse issues that require Development action.
• Technical Leadership and Mentorship
  • Provide technical support to the Enterprise Support team and other areas of the business as needed.
  • Tasked with ownership of the mentorship process between the Enterprise Support Team members and interaction to other technical teams within the business.
  • Tasked with providing highly specialized advanced technical training to the TAC, Upgrade and Project Engineer team members and global business partners.
  • Formally establish and oversee mentorship programs for Principal and other technical support engineers.
  • Tasked with leading cross-functional technical investigations and problem-solving teams involving multiple stakeholders (Development, QA, Product Management).
• Drives Continuous Improvement
  • Understands and routinely verify the current process are aligned within the strategic objective of the business.
  • Adheres to the Escalation Process requirements for timely escalated issues according to established procedures.
  • Provides insight and direction on the process of creating, reviewing, and publishing documentation, and publishing of Knowledge Base articles in a timely manner.
  • Lead strategic initiatives to reduce escalations and improve product quality through collaboration with R&D.
  • Actively research, evaluate, and propose new technologies or methodologies to enhance support capabilities or product offerings.
  • Define best practices and technical standards for the global support team, ensuring consistency and excellence.
  • Drive innovation within the support organization by researching and piloting new technologies (e.g., AI/ML for predictive analytics, advanced observability tools).
• System Architecture Designs and scalability
  • Explores new technologies and provide guidance on how they can be utilized to achieve customer satisfaction and business objectives.
  • Influence product design and architecture for supportability, reliability, and diagnosability.
  • Act as a trusted advisor to senior management on critical technical decisions and future technological trends.
  • Interacts with customers on complex issues and communications directly with development and other areas of the business as required
    • As needed, manage technical issues directly with customers.
• Cross-Functional Team Leadership
  • Participates in cross functional team across the business to provide strategical technical direction in accordance with the objective of the business.
  • Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned.
  • Collaborate with peers and all other FUJIFILM teams to solve complex technical issues and develop innovative solutions.
• Works directly with development on special projects, new software/product releases or as needed.
• Tasked with communicating clinically related issues to development.
• When requested, provide directions to the marketing and sales teams for technically related questions presented in Request for Proposal (RFP) received by the business to win new opportunities.
• Operates with minimal managerial supervision, while being driven through self-motivation and driving issues to completion.
• Engages immediately upon request from TAC on issues with high visibility customers and highly complex escalation.
• Provide on-call assistance to TAC, PE, or UE teams for down sites after hours support as needed.
• Maintains an expert working knowledge of current medical imaging products and related technologies.
• Stays abreast of the latest industry/technology advances through continuous education.
• Provides guidance to the team members based on management direction.
• Positive customer surveys, documentation accuracy and consistency, and special project completion, and completion for all assigned training 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.
• Based on the need, short notice overnight travel, based on the needs of the business, to work on customer systems may be required.
• 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 4 years of proficiency in holding the position of Senior Principal National Support Engineer II is preferred.
• Minimum twelve (12) years of progressive experience as a Technical, Systems, Software or Quality Assurance Engineer in Medical IT and/or Imaging products.
• Master (preferred) with 8 years industry experience or Bachelor’s Degree with industry experience of 10 years or comparable work experience of 12+ years of industry experience.
• Current Leading Industry Certifications – one or more preferred, not limited to:
  • Security Certification (Security + or higher).
  • Current VCP Certification.
  • VCP certification.
  • CISCO Certification.
  • Azure certification.
  • Linux Certification.
  • Microsoft Certification.
  • Relevant professional-level cloud certifications (e.g., AWS Solutions Architect – Professional, Azure Solutions Architect Expert) or advanced networking certifications (e.g., CCIE/CCNP equivalent).
• Outstanding troubleshooting skills in a pressure situation.
• Mastery with soft skills in high pressure situation.
• Excellent presentation skills.
• Demonstrates clear and logical thinking and the ability to think outside of the box to address complex issues when required.
• Demonstrates expertise in at least one product line offering and has a basic/intermediate understanding of at least 1 other current product.
• Adept with storage systems and storage protocols: SMB and S3.
• Mastery of networking architectures and demonstrates the ability to efficiently troubleshoot issues using available networking commands and Wireshark or sniffing software.
• Expert with applicable industry related communication protocols: DICOM, HL7, HTTP/HTTPS, SSL/TLS.
• Skilled with cloud computing concepts: AWS, Azure, etc.
• Masters understanding of the Microsoft operating systems (Microsoft Server 2012, 2016, 2019, 2022+) utilized by the current products and system administration.
• Skilled with Shell Scripting in BASH, PowerShell.
• Skilled with programing languages: C#, Java, Python, HTML/XML.
• Expertise in databases (ORACLE, Postgresql and SQL) and use of SQL Plus and SQL scripts.
• Adept with Docker or Kubernetes.
• Proficient in managing Red Hat Enterprise Linux (RHEL) servers or its downstream server distributions (CentOS, Oracle Linux, Scientific Linux.
• Master level knowledge of medical informatics architecture and design (VMware and Storage Solutions).
• Mastery knowledge of Linux Architecture and system administration
• High level of understanding and experience in optimizing the performance, scalability, and security of enterprise-level medical informatics systems
• Ability to translate complex technical concepts into clear strategic recommendations for business leaders.
• Lead the development and curation of advanced knowledge bases and diagnostic playbooks

Key Performance Indicators

To maintain this position, the Distinguished National Support Engineer:

• Maintain all currently held Industry certifications.
• Maintain and expand the expert knowledge of their current primary product line and future releases.
• Proven ability in driving and working issues within development until resolution.
• Provide advanced technical knowledge for other parts of the organization including (but not limited to) International Partners, TAC, PE, and UE teams.
• Create, review and publish applicable documentation in timely fashion.
• Respond to escalation requests within the response times identified in the approved escalation process.
• Conduct training to other parts of the organization via virtual meeting and/or in person training classes.

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 listen for 75% of applicable work time.
• This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, and/or crawling under a desk.
• Ability to be able to lift and/or move items that weigh up to 50 pounds frequently.
• Ability to reach above their head to work on equipment that is on a desk, on the floor, or a server rack within a datacenter.
• Ability 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.

Salary and Benefits

• $110,366-$146,364
• Medical, Dental, Vision
• 401k
• Life Insurance
• Paid Time Off

*#LI-Remote

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. 

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).