Lead Project Team Support Engineer

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

📋 Description

• Deliver remote technical, application, and system support for HCUS clients and associated business units.

• Oversee, implement, and manage operational, billable, and detailed projects and support.

• Address intricate customer challenges that necessitate analysis of various factors, such as customer impact, business priorities, and regulatory obligations.

• Lead the Support team and take charge of situations in the absence of management.

• Collaborate with colleagues and Lead Team members on intricate issues, innovative solutions, and documentation of processes.

• Mentor team members and foster their professional development.

• Utilize FUJIFILM knowledge resources to pinpoint known issues.

• Elevate issues in accordance with Service Level Agreement stipulations and the Technical Assistance Center escalation protocol.

• Partner with business units on escalated cases, security projects, hardware requests, and third-party remote-hand vendors.

• Educate business units on backend applications managed by the project team.

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

• Act as Project Team Shift Lead when scheduled.

• Respond to and manage incoming customer calls while documenting interactions in cases.

• Supervise project-team communication channels and uphold accurate statuses.

• Conduct data collection for revenue purposes related to Medical Informatics.

• Uphold yearly objectives and team-defined metrics.

• Engage in on-call coverage, work outside of standard hours and holidays, and travel overnight when necessary.

• Adhere to company quality standards, regulatory requirements, U.S. FDA guidelines, ISO 13485, and relevant legal obligations.

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

⛳️ Requirements

• Bachelor’s Degree, Trade School Certification (industry-related), or equivalent education and work experience.

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

• Exceptional organizational and multitasking capabilities.

• Outstanding communication and interpersonal skills with an excellent phone demeanor.

• Capability to achieve results and meet objectives in a fast-paced team setting.

• Ability to make independent decisions based on technology data and product knowledge.

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

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

• Advanced understanding of current 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, specifically EMC, NetApp, Pure, and Nexsan.

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

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

• Capability to sit for 75–100% of applicable work time.

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

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

• Capability to lift and carry up to 10 pounds for up to 20% of applicable work time.

• Within one year, obtain and/or maintain Security+ certification.

• Within one year, gain knowledge to be recognized as a TAC Subject Matter Expert in project team-related disciplines.

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

• Preferred: Experience in Synapse Administration.

• Preferred: Mastery of Synapse workflows and implementations.

• Preferred: Mastery of HL7 and DICOM.

• Preferred: Relevant Microsoft, VMware, Cisco, Veeam, Automate, or Securelink certifications.

• Preferred: Security+ or higher security certifications.

🏝️ Benefits

• Flexible working environment.

• Ability to work remotely.

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

• Opportunities/requirements for overtime and holiday work.

• Participation in an on-call rotation.

• Equal opportunities in compensation, benefits, and training.

• Reasonable accommodation provided during the application and selection process.