Senior Tech Support Engineer – Medical Imaging Devices

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

📋 Description

• Deliver remote technical assistance for FUJIFILM Synapse products.

• Diagnose and resolve customer issues, evaluate and clear monitor alarms, and provide prompt responses.

• Address third-party hardware, software, and network concerns related to FUJIFILM products.

• Utilize FUJIFILM knowledge resources during the troubleshooting process.

• Collaborate with colleagues and team members on intricate technical challenges.

• Record cases throughout the troubleshooting procedure.

• Adhere to the Technical Assistance Center escalation protocol and escalate unresolved matters to higher-level engineers.

• Manage and facilitate incoming customer calls, communicate effectively, and document interactions in cases.

• Work cross-functionally with other Synapse teams and products.

• Monitor TAC phone system wallboards and maintain appropriate statuses.

• Meet expectations for customer feedback, accuracy of documentation, completion of cases and projects, and assigned training.

• Achieve yearly objectives and adhere to team-defined performance metrics.

• Provide coverage beyond normal business hours, including overtime, holidays, and on-call duty.

• Occasionally travel to customer sites for urgent overnight projects.

• Comply with company quality standards, regulatory requirements, U.S. FDA regulations, ISO 13485, and other applicable legal obligations.

• Continuously expand knowledge to become a TAC Subject Matter Expert in two specific areas.

• Manage case workload within 10% of the peer median and maintain non-escalated case backlogs at or below 25 cases unless otherwise approved by management.

⛳️ Requirements

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

• One or more industry-specific certifications in a relevant technical field; Microsoft, VMware, and Cisco certifications are preferred.

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

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

• Knowledge of contemporary network technologies.

• Exceptional communication and interpersonal skills, with an excellent phone demeanor.

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

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

• Strong organizational and multitasking abilities.

• Understanding of Synapse workflows and implementations.

• Knowledge of clinical data transfer protocols and interfaces, including HL7 and DICOM.

• Experience with FUJIFILM Synapse Administration is preferred.

• Familiarity with the Synapse application front end is preferred.

• Knowledge of medical informatics architecture, VMware, and storage solutions is preferred.

• Understanding of Linux architecture is preferred.

• Experience with PostgreSQL is preferred.

• Security+ certification or a higher level is required to maintain the position.

• Ability to remain seated for up to 75–100% of applicable work hours.

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

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

• Occasional travel of up to 10% may be necessary.

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

• Ability to undertake some short-notice overnight travel as required by business needs.

🏝️ Benefits

• Dynamic and flexible work environment.

• Overtime compensation for work performed outside of regular business hours as needed.

• Equal opportunities in terms of compensation, benefits, and training.

• Reasonable accommodations during the application and selection process.

• COVID-19 vaccination accommodations available for medical or sincerely held religious beliefs or other legally mandated exemptions.

• Periodic COVID-19 testing and indoor face-covering requirements as applicable.