Senior Tech Support Engineer – Medical Imaging Devices

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

📋 Description

• Deliver remote Tier 1 and second-level technical assistance for FUJIFILM Synapse medical imaging solutions.

• Diagnose and resolve customer issues effectively.

• Evaluate and clear monitor alarms as necessary.

• Provide support for third-party hardware, software, and network challenges associated with FUJIFILM products.

• Leverage FUJIFILM knowledge resources during the troubleshooting process.

• Collaborate with colleagues and team members to address complex technical challenges.

• Maintain documentation throughout the troubleshooting process.

• Adhere to the TAC escalation protocol and refer unresolved cases to the next-level engineer.

• Handle and facilitate incoming customer inquiries via phone.

• Engage in effective communication with customers and accurately document interactions in cases.

• Work collaboratively across different Synapse teams and products.

• Oversee TAC phone system wallboards and ensure accurate status updates.

• Meet expectations for customer feedback, documentation precision, case and project completion, and assigned training.

• Achieve annual goals and team performance metrics.

• Participate in after-hours support, overtime, holiday coverage, and on-call rotation.

• Be prepared for overnight travel on short notice to assist with customer systems.

• Comply with company quality and regulatory standards, including U.S. FDA and ISO 13485 regulations.

⛳️ Requirements

• Bachelor’s Degree, Trade School Certification (related to the industry), or equivalent industry experience.

• One or more relevant industry-specific certifications; preferred certifications include Microsoft, VMware, and Cisco.

• Proficient understanding of Windows OS, including Microsoft Server versions 2012, 2016, 2019, and 2022+.

• Familiarity with networking, SQL Server, and/or Oracle.

• Understanding of current networking technologies.

• Exceptional communication and interpersonal skills, along with a professional phone manner.

• Proven ability to deliver results and meet objectives in a dynamic, team-oriented environment.

• Capability to make independent decisions based on the interpretation of technical data and product knowledge.

• Strong organizational and multitasking abilities.

• Knowledge of Synapse workflows and their implementations.

• Understanding of clinical data transfer protocols and interfaces, such as HL7 and DICOM.

• Willingness to work beyond standard business hours, including overtime, holidays, and participate in an on-call rotation.

• Ability to undertake occasional short-notice overnight travel.

• Compliance with U.S. FDA medical device regulatory standards, ISO 13485 requirements, and relevant laws and regulations.

• Maintain Security+ certification or a higher level of certification.

• Continuously enhance knowledge to become a TAC Subject Matter Expert in two distinct disciplines.

• Physical capability to sit for 75–100% of the applicable work time.

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

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

• Preferred qualifications include FUJIFILM Synapse Administration experience; familiarity with Synapse application front end; medical informatics architecture; Linux architecture; PostgreSQL; and Security+ or higher; along with Microsoft, VMware, or Cisco certifications.

🏝️ Benefits

• Flexible work environment.

• Overtime compensation and work opportunities outside standard business hours as needed.

• Commitment to equal opportunities in hiring, promotion, advancement, compensation, benefits, and training.

• Provision of reasonable accommodations throughout the application and selection process.

• Accommodations for COVID-19 vaccinations based on medical or sincerely held religious beliefs or other legally mandated exemptions.