Technical Support Engineer - Tier II

Position Overview

Join our team as a Technical Support Engineer - Tier II! This remote role involves providing exceptional technical support for our cutting-edge Synapse product line to HCUS customers. You will tackle complex challenges, make decisive recommendations, and develop your skills in a collaborative environment. Flexibility is essential, as you will need to support customers outside of normal business hours, including weekends and holidays, to ensure their needs are met.

Company Overview

At FUJIFILM Healthcare Americas Corporation, we are dedicated to revitalizing the healthcare industry through innovation. We strive for excellence in areas such as diagnostic imaging and endoscopic solutions, and we value passionate individuals eager to contribute to our mission for a healthier world. Our headquarters is located in Lexington, Massachusetts, a vibrant hub of healthcare research.

Job Description

Duties and Responsibilities:

• Provide remote troubleshooting and resolution of technical issues related to our Synapse products, ensuring timely and effective customer responses.
• Address 3rd party hardware, software, and network issues associated with FUJIFILM products.
• Document troubleshooting processes and utilize the TAC escalation protocol to ensure cases are escalated as needed.
• Facilitate incoming customer calls by effectively communicating and documenting interactions.
• Work closely with various Synapse teams and handle additional responsibilities as assigned.
• Monitor TAC phone system wallboards to maintain service status efficiently.
• Aim for positive customer feedback, accuracy in documentation, and timely completion of cases and projects.
• Meet yearly goals and metrics set by management, demonstrating consistent performance.
• Be prepared to work outside of standard hours and participate in an on-call rotation as needed.
• Occasionally travel overnight to resolve customer system issues, based on business needs.
• Adhere to company quality and regulatory compliance requirements at all times.

Qualifications

Baseline Qualifications:

• Bachelor's Degree, Trade School Certification, or equivalent experience.
• One or more relevant industry certifications (Microsoft, VMware, Cisco) preferred.
• Familiarity with Windows OS, networking, SQL Server, and/or Oracle.
• Excellent communication and interpersonal skills.
• Proven ability to achieve results in a dynamic team environment.
• Ability to independently interpret technical data and make informed decisions.
• Strong organizational and multi-tasking abilities.

Preferred Qualifications

• Experience with FUJIFILM Synapse Administration.
• Knowledge of Synapse application front end and workflows.
• Familiarity with clinical data transfer protocols (HL7 and DICOM).
• Working knowledge of medical informatics architecture.
• Security certifications (Security+ or higher) are a plus.
• Familiarity with Linux and PostgreSQL.

Key Performance Indicators:

• Within two years, obtain Security+ Certification.
• Become a Subject Matter Expert (SME) in two disciplines.
• Maintain a case workload consistent with your peers and keep case backlogs manageable.

Physical Requirements:

• Ability to sit for extended periods and use a computer effectively.
• Ability to stand, talk, and hear as required.

Travel:

• Occasional travel may be required based on business needs.

Fujifilm values diversity and is committed to equal opportunity in all aspects of employment.