Principal National Support Engineer II

Position Overview

The Principal National Support Engineer II (Tier 3 Support) 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 primarily supports the Technical Assistance Center (TAC), technical leadership and direction is provided to all other functional departments within the business including development. In some cases, support is also provided to the modality side of the business as well.

The Principal National Support Engineer II (Tier 3 Support) 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 Principal National Support Engineer II (Tier 3 Support) will evaluate, triage, present and work in concert with development to ensure optimal customer experience and timely resolution to high priority issues.

Additionally, the Principal National Support Engineer II (Tier 3 Support) is tasked with documenting all activities associated with an issue and providing communications (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 Principal National Support Engineer II (Tier 3 Support) to the various technical (in some cases) non-technical areas on new software/product releases.

The Principal National Support Engineer II (Tier 3 Support) is also tasked with leading support issues to resolution being seen at customers site and work directly with development by functioning as a dedicated technical liaison.

In addition, the Principal National Support Engineer II (Tier 3 Support) will provide after-hours technical support via the On-call process for down-site situations 24/7.

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

Job Description

Duties and Responsibilities:

• Lead major incident resolution efforts, taking ownership of the most critical customer cases end-to-end.
• Act as a designated Subject Matter Expert (SME) for specific product areas, providing advanced guidance to peers and junior engineers.
• Deep Technical Individual Contributor: Expert troubleshooter and primary interface for complex escalations, mastering 3 core product lines and able to effectively support a minimum of 1 or more of other products offered by Fuji.
• Proactively mentor and guide junior technical support engineers, contributing to their technical development.
• Tasked with providing advanced technical training to the TAC, Upgrade and Project Engineer team members.
• Tasked with the review and triaging of escalations received from TAC for domestic customers, present this issue to development, and work with development until resolution.
• Tasked with the review and triaging of escalations received from International Partners, presenting the issue to development, and works with development until resolution.
• Work in concert with TAC and/or directly with domestic customers as needed until resolution.
• Work in concert with TAC and/or directly with International Partners as needed until resolution.
• Works directly with development on special projects, new software/product releases or as needed.
• Tasked with communicating clinically related issues to development.
• As needed, drive technical issues directly with customers.
• When requested, assist the marketing and sales teams is responding to technically related questions presented in Request for Proposal (RFP) received to win new business 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 technical assistance to the international partners.
• Provide on-call assistance to TAC, PE, or UE teams for down sites after hours support.
• Collaborates with peers and all other FUJIFILM teams to solve complex technical issues and develop innovative solutions.
• Adheres to the Escalation Process requirements for timely escalated issues according to established procedures.
• Consults with TAC and Development to analyze Synapse issues that require Development action.

• Provides insight and direction during the process of creating, reviewing, and publishing documentation, and publishing of Knowledge Base articles in a timely manner.

• 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.

• Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned.

• 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.

Additional responsibilities for a Principal National Support Engineer II (Tier 3 Support) consist of the following and is not limited the items listed below:

• Provide 24/7 down-site support as required
• Assist in the Management of key issues at the customers site that have been escalated to development.
• Provide down site support as needed 24/7.
• Facilitates the coordination of internal departments within HCUS required for issue resolution.
• Act as dedicated technical liaison to development when working key issues at a customer site.
• Works with the customer to establish timelines for action items.
• Provide Technical expertise and experience to the Principal National Technical Engineer Team members.
• Begin contributing to small to medium-sized internal projects aimed at improving support tools or processes.

Key Performance Indicators:

To maintain this position, the Principal National Support Engineer II (Tier 3 Support) must:

• Maintain all currently held Industry certifications.
• Maintain and expand the expert knowledge of their current primary product line and future releases.
• Continue in driving and working issues within development until resolution.
• Provide advanced technical knowledge Lead National Support Engineer and other parts of the organization including (but not limited to) 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.

Qualifications:

• Masters (preferred) with 6 years industry experience or Bachelor’s Degree with industry experience of 8 years or comparable work experience of 10 + years of industry experience.
• Leading Industry Certifications, not limited to:
• Security Certification (Security + or higher).
• Current VCP Certification.
• VCP certification.
• CISCO Certification.
• Oracle Certification.
• Microsoft Certification.
• AWS Certification.
• Minimum ten (10) years of progressive experience as a Technical, Systems, Software or Quality Assurance Engineer in Medical IT and/or Imaging products.

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.
• Able 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-$130,909
• Medical, Dental, Vision
• Life Insurance
• 401k
• 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. 

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 (hcushr.department@fujifilm.com or (330) 425-1313).