Sr Tech Support Engineer MI -1 (Level 2 support for medical device software)

Company Overview 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 Overview The Senior Technical Support Engineer, MI – I (Tier 1) provides highly visible remote technical support across our product lines for HCUS customers. This role focuses on more complex issue and is the second level support across our Synapse products. This engineer is expected be able to resolve most of the cases that are presented to them and responsible for documenting more in-depth evaluations of issues that they are unable to resolve. 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. External US Duties and 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 and efficiently uses the FUJIFULM knowledge resources available to help in the troubleshooting process. Collaborates with peers and other team members when working on more complex technical issues. Effectively documents cases throughout the process of troubleshooting the issue. Strictly follows the Technical Assistance Center (TAC) escalation process to move cases, in a timely manner, to the next level engineer when an issue cannot be resolved. 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 wall boards 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. Qualifications: Baseline Qualifications: 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). Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle. Knowledge of current network technologies. 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. Knowledge of Synapse workflows and their implementations. Knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM) Preferred Qualifications: FUJIFILM Synapse Administration experience. Working knowledge of Synapse workflows and their implementations. Working knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM) Knowledge with Synapse application front end. Knowledge of medical informatics architecture (VMware and Storage Solutions). Knowledge of Linux Architecture. Experience of using Postgresql Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications). Security Certifications (Security + or higher) Key Performance Indicators: To maintain this position engineer’s must: Maintain Security+ Certification (Security + or higher) Maintain and expand knowledge acquired to be designated as a TAC Subject Matter Expert (SME) in two disciplines. All engineers must maintain a case workload within 10% of the median of their peers at a minimum. Case backlogs must stay at or below 25 cases (not including escalated cases) unless approved by 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 to 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. * #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. EEO Information 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. ADA Information 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 ([email protected] or (330) 425-1313).