Tech Support Engineer

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

📋 Description

• Deliver remote technical assistance to HCUS customers.

• Provide first-level support across FUJIFILM product ranges.

• Initiate cases and meticulously document reported issues.

• Remotely diagnose and resolve issues related to Synapse products.

• Evaluate and address monitor alarms.

• Ensure prompt responses to customer inquiries.

• Troubleshoot third-party hardware, software, and network issues associated with FUJIFILM products.

• Respond to and manage incoming customer calls.

• Effectively communicate with customers and record interactions in case files.

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

• Monitor TAC phone system wallboards and uphold proper statuses.

• Maintain accuracy and consistency in documentation, achieve positive customer survey results, ensure timely case and project completion, and fulfill training requirements.

• Meet annual objectives and team-defined metrics.

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

• Undertake short-notice overnight travel to customer sites as necessary.

• Gain expertise to become a TAC Subject Matter Expert in a specific area within two years.

• Manage case workload to remain within 10% of the peer median.

• Keep case backlogs at or below 25 cases unless approved by management.

• Comply with company quality and regulatory standards.

⛳️ Requirements

• Trade School Certification, Associate Degree, or equivalent industry experience.

• Exceptional communication and interpersonal abilities.

• Strong phone etiquette.

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

• Capacity to make independent decisions based on technological data interpretation and product knowledge.

• Outstanding organizational and multitasking capabilities.

• Preferred: Industry-specific certifications relevant to the technical field, including Microsoft, VMware, and Cisco certifications.

• Proficiency in Windows OS, encompassing Microsoft Server versions 2012, 2016, 2019, and 2022+

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

• Understanding of medical informatics architecture, VMware, and storage solutions.

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

• Ability to sit for 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 hours.

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

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

• Must adhere to applicable U.S. FDA medical device regulatory requirements, ISO 13485 standards, and other relevant laws, regulations, and standards.

• Must be willing to undergo periodic COVID-19 testing and wear a face covering indoors as required.

• Compliance with vendor credentialing and facility vaccine mandates is necessary where applicable.

🏝️ Benefits

• Flexible work environment.

• Access to training, mentorship, and designated training sessions.

• Overtime compensation for work performed outside regular hours, on weekends, and holidays.

• Compensation for on-call rotation (specific amount not disclosed).

• Occasional business travel opportunities.

• Reasonable accommodations during the application and selection process.

• Equal opportunities in terms of compensation, benefits, training, hiring, promotions, and career advancement.