Tech Support Engineer – I

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

📋 Description

• Evaluate hardware, software, and network challenges on customer systems.

• Deliver remote troubleshooting, diagnostic assessments, and routine evaluations for medical imaging systems, equipment, and components.

• Offer advanced product module and sub-module assistance to Customer Support Engineers and other personnel.

• Partner with internal and external teams to address complex technical issues and devise innovative solutions.

• Record problems and solutions in the product knowledge database.

• Ensure compliance with regulatory and quality standards.

• Occasionally participate in customer site visits.

• Maintain expert-level knowledge of current medical imaging products and related technologies through ongoing education.

• Be prepared to travel on short notice or overnight as required to support customer systems.

• Work outside of standard business hours, including overtime and holidays, as business demands necessitate.

• Collaborate cross-functionally and undertake other assigned responsibilities.

• Achieve team KPIs related to customer satisfaction, call availability and management, documentation, case closures, project completion, and training completion.

• Attain VCP Certification within two years of employment.

• Be recognized as a FUJIFILM Subject Matter Expert in multiple disciplines within two years of employment.

• Adhere to U.S. FDA, ISO 13485, and other relevant laws, regulations, and standards.

⛳️ Requirements

• A minimum of three years of professional experience in a related industry.

• Preferred industry-specific technical certifications, including Microsoft, VMware, or Cisco certifications.

• Exceptional communication and interpersonal abilities.

• Excellent phone etiquette.

• Capability to achieve outcomes and meet objectives in a dynamic team setting.

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

• Strong organizational and multitasking capabilities.

• Knowledge needed to become a FUJIFILM Subject Matter Expert in more than one discipline within two years of employment.

• Must achieve VCP Certification within two years of employment.

• Preferred: FUJIFILM Synapse Administration experience.

• Advanced understanding of Synapse workflows and implementations preferred.

• Advanced knowledge of the Synapse application front end preferred.

• Experience with HL7 and DICOM preferred.

• Proficiency with Windows OS, including Microsoft Server 2012, 2016, 2019, and 2022+.

• Familiarity with networking, SQL Server, and Oracle.

• Advanced knowledge of medical informatics architecture, VMware, and storage solutions preferred.

• Security+ or higher certification preferred.

• Knowledge of Linux architecture preferred.

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

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

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

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

• Compliance with relevant facility vendor credentialing and vaccination requirements, where applicable.

🏝️ Benefits

• Flexible work environment.

• Opportunities for continuous education and training.

• Professional development through product and technology training.

• Potential for overtime and holiday pay 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/testing and face-covering policies with legally required accommodations or exemptions.