Lead Project Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Function independently and make decisions to address customer concerns.

• Take responsibility for situations and lead the Support team when management is unavailable.

• Work collaboratively with colleagues and Lead Team members on intricate issues and creative solutions.

• Guide and mentor team members to support their professional development.

• Utilize FUJIFILM knowledge resources to recognize known problems.

• Adhere to SLA requirements and TAC escalation protocols.

• Collaborate with business units on escalated cases, security initiatives, hardware requests, and third-party remote-hands vendors.

• Provide training to business units on backend applications overseen by the project team.

• Maintain an expert-level understanding of medical imaging products and associated technologies.

• Serve as the Project Team Shift Lead when scheduled.

• Handle and facilitate incoming customer calls, documenting interactions in cases.

• Oversee project-team communication channels and keep accurate statuses.

• Conduct data collection for Medical Informatics revenue purposes.

• Achieve annual goals and team performance metrics.

• Participate in overtime, holiday work, and be part of an on-call rotation.

• Be prepared for overnight travel on short notice when required for customer systems.

• Ensure compliance with company quality standards, regulatory requirements, U.S. FDA guidelines, ISO 13485, and other relevant regulations.

• Maintain a ServiceForce case backlog of 25 cases or fewer.

⛳️ Requirements

• Bachelor's Degree, Trade School Certification (related to the industry), or equivalent education and work experience.

• A minimum of 7 to 10 years of experience in the industry.

• Exceptional organizational and multitasking abilities.

• Outstanding communication and interpersonal skills; excellent telephone etiquette.

• Capability to deliver results and meet objectives in a fast-paced, team-oriented environment.

• Ability to make independent decisions grounded in technology data and product knowledge.

• Advanced proficiency in Windows OS, including Microsoft Server 2012, 2016, 2019, and 2022.

• Advanced understanding of networking, SQL Server, and/or Oracle.

• Advanced knowledge of contemporary network technologies.

• Advanced expertise in Synapse Radiology and Cardiovascular applications.

• Advanced familiarity with clinical data transfer protocols and interfaces, including HL7 and DICOM.

• Advanced knowledge of Medical Informatics Solutions, VMware, and storage technologies.

• Advanced understanding of storage architecture, particularly EMC, NetApp, Pure, and Nexsan.

• Preferred: 3–5 years of demonstrated experience with FUJIFILM Synapse.

• Preferred: Experience in Synapse administration.

• Preferred: Mastery of Synapse workflows and implementations.

• Preferred: Mastery of HL7 and DICOM protocols and interfaces.

• Preferred: Technical certifications relevant to the industry such as Microsoft, VMware, Cisco, Veeam, Automate, or Securelink.

• Preferred: Security+ certification or higher.

• Must obtain and/or maintain Security+ certification within one year of employment.

• Must acquire the necessary knowledge to become a TAC Subject Matter Expert in Project Team areas.

• Ability to sit for 75–100% of applicable work hours.

• Ability to use hands and fingers for manipulation of items, including keyboards, for up to 100% of applicable work hours.

• Ability to stand, talk, and hear for 75% of applicable work hours.

• Ability to lift and carry items weighing up to 10 pounds for up to 20% of applicable work hours.

• Ability to work outside of normal business hours, including overtime and holidays, and participate in an on-call rotation.

• Ability to undertake short-notice overnight travel when necessary.

• Up to 10% travel may be required.

🏝️ Benefits

• Flexible work environment.

• Up to 10% travel may be necessary based on business requirements.

• Equal opportunity in hiring, promotions, compensation, benefits, and training.

• Reasonable accommodations provided during the application and selection process.

• COVID-19 vaccination is encouraged; periodic testing and indoor face coverings may be required, subject to accommodations.