Lead Project Team Support Engineer

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

📋 Description

• Operate with minimal supervision and make informed decisions to address customer concerns.

• Take initiative in situations and lead the Support team when management is unavailable.

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

• Mentor team members and support their professional development.

• Utilize FUJIFILM knowledge resources to identify known issues.

• Adhere to SLA requirements and the TAC escalation process.

• Engage with business units on escalated cases, security projects, data collection, testing resolutions, hardware requests, and third-party remote-hands vendors.

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

• Maintain in-depth knowledge of medical imaging products and associated technologies.

• Serve as Project Team Shift Lead when scheduled.

• Manage and document incoming customer calls and interactions in case records.

• Oversee project-team communication methods and ensure status updates are maintained.

• Conduct data collection for Medical Informatics revenue purposes.

• Achieve annual goals and team-level metrics.

• Participate in after-hours, overtime, holiday, and on-call coverage as needed.

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

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

• Adhere to company quality standards, regulatory requirements, U.S. FDA, ISO 13485, and other relevant regulations.

⛳️ 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, along with excellent phone etiquette.

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

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

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

• 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 such as HL7 and DICOM.

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

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

• Willingness to work outside standard business hours, including overtime, holidays, and on-call rotations.

• Ability to travel overnight on short notice when required.

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

• Ability to use hands and fingers to feel and manipulate items, including keyboards, for up to 100% of applicable work time.

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

• Ability 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 and gain knowledge to become a Project Team TAC SME.

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

• Preferred: Experience in Synapse Administration.

• Preferred: Expertise in Synapse workflows and implementations.

• Preferred: Proficiency in HL7 and DICOM.

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

• Preferred: Security+ or a higher-level security certification.

🏝️ Benefits

• Flexible work environment.

• Up to 10% travel may be required based on business needs.

• Equal opportunities in hiring, promotion, advancement, compensation, benefits, and training.

• Reasonable accommodations during the application and selection process.

• COVID-19 vaccination accommodations available for medical, religious, or other legally required exemptions.