Lead Tech Support Engr MI - 1

Job Title

The Lead Customer Support Engineer (TSE), MI – I (Tier 1) handles remote technical support for HCUS customer cases that have been escalated from our senior level engineers. These cases are typically critical in nature or complex issues where analysis of situations or data requires an in-depth evaluation of variable factors, thus needing a higher skill in the specific Synapse application that this engineer supports. This role handles escalations to our National Support Team, so the engineer must have a working knowledge of our troubleshooting tools, logging locations, and documentation requirements for these escalations. Normally receives little instruction on day-to-day work and may be given specific assignments. 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.

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."

Duties and Responsibilities

+ Operates with little supervision and is comfortable making decisions to resolve customer issues.

+ Collaborates with peers and other Lead Team members on solving complex technical issues, developing innovative solutions, and documenting all aspects of the process.

+ Works with other team members to facilitate their growth through direct mentorship.

+ Effectively and efficiently uses the FUJIFULM knowledge resources to identify known issues.

+ Adheres to custom Service Level Agreement (SLA) requirements to timely escalate issues when appropriate according to established procedures.

+ Strictly follows the Technical Assistance Center (TAC) escalation process to ensure timely escalations to our National Support Engineers.

+ Works with National Support Engineers on escalated cases to gather additional data and test possible resolutions.

+ Reviews promoted cases and creates documentation for the Knowledge Base articles.

+ Works with team members to develop trouble-shooting resources (recordings and documentation) to aid the TAC team in resolving issues.

+ Maintains an expert working knowledge of current medical imaging products and related technologies.

+ May be scheduled as a Shift Lead which is a team point of contact for any Technical Assistance Center (TAC) issue/case that needs to have a supervisory decision made when a Manager is not available.

+ 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 wallboards 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.

+ Maintain 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 comparable education and work experience.
• Minimum of 6 years of industry experience.
• Security + Certification (Preferred) or industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications).
• Advanced knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle.
• Advanced 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.
• Advanced knowledge of Synapse workflows and their implementations.
• Advanced knowledge with clinical data transfer protocols and interfaces (HL7 and DICOM)
• Working knowledge with Synapse application front end.
• Working knowledge of medical informatics architecture (VMware and Storage Solutions).
• Working knowledge of Linux Architecture.
• Experience using PostgreSQL.
• Experience managing RHEL6, RHEL7 servers or its downstream server distributions (CentOS, Oracle Linux, Scientific Linux.
• Experience with Shell Scripting in BASH or Python.

Preferred Qualifications:

• FUJIFILM Synapse Administration experience
• Mastery of Synapse workflows and their implementations.
• Mastery of clinical data transfer protocols and interfaces (HL7 and DICOM)
• Advanced knowledge with Synapse application front end.
• Advanced knowledge of medical informatics architecture (VMware and Storage Solutions).
• Working knowledge of Linux Architecture
• Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications).
• Security Certifications (Security + or higher).
• Experience with AWS

Key Performance Indicators:

To maintain this position, within two years of starting this role, the engineer must:

• Maintain Security+ Certification (Security + or higher)
• Obtain VCP Certification
• Maintain and expand knowledge acquired to be designated as a TAC Subject Matter Expert (SME) in two disciplines.
• Acquire the knowledge necessary to be designated as a TAC Subject Matter Expert (SME) in an additional discipline.
• 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 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.

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of