Sr Project Team Support Engineer - FUJIFILM Holdings America Corporation

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 

Job Purpose: The Senior Projects Support Engineer provides highly visible remote technical, applications and system admin support for HCUS customers. Primarily supports TAC and MI Service with the management, execution, and administration of operational, billable, and more in-depth projects and support. Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors which may include customer impact, HCUS business priorities, and regulatory requirements. Normally receives little instruction on day-to-day work, and general instructions on new assignments. Offers mentorship to new incumbents on technical and product knowledge and department operating procedures. To meet customers’ needs, working outside of normal business hours and holidays is required.

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.

External US

Duties and Responsibilities:

• Process and manage turn over to service Audits from various internal teams.
• Manage and administrate MI service operational applications. Automate, Control, XTAM, SecureLink.
• Manage back-end reporting process to assist in License Compliance.
• Manage billable projects handled by the TAC.
• Maintain and manage multiple SalesForce queues for assisting the overall TAC goals.
• Work with Sales and other internal teams to provide the passing of profitable opportunities that come into TAC.
• 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.
• Liaise with engineering development and support staff to analyze product malfunctions requiring engineering action, assists with escalations and delivers the results to other staff members.
• 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.
• Assists in developing troubleshooting guides, bulletins, software files and similar resources on existing products.
• 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.
• Short notice and / or overnight travel, as required, to work on customer systems.
• Works cross-functionally as required and handles other duties as assigned.
• Maintain a high level of success with the teams 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 trainings.
• 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.

Preferred Skills:

• Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server and Oracle.
• Advanced knowledge of Synapse workflows and their implementations.
• Advanced knowledge in Synapse application front end.
• Advanced knowledge of medical informatics hardware (VMWare and Storage Solutions).
• Experience with clinical data transfer protocols and interfaces (HL7 and DICOM).
• Industry-specific certifications in relevant technical background (Microsoft, VMWare, Cisco certifications).
• Security Certifications (Security + or the equivalent).

Qualifications:

• Minimum of 7 years of industry related professional experience.
• ConnectWise Certification for Automate.
• Advanced working knowledge of current network technologies.
• Ability to achieve results and meet goals in a fast-paced, team environment.
• Superior communication and interpersonal skills, excellent phone manner.
• Ability to make independent decisions based on interpretation of technology data and product knowledge.
• Excellent organizational and multi-tasking skills.

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.

Travel:

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