Lead National Support Spec

FUJIFILM Holdings America Corporation; United States; Remote; USD 60,000 - 80,000; Full time

Job description

Position Overview

The Lead National Support Specialist [NS3] provides an additional level of expertise and experience to the customer service national support specialists team. The Lead NS3 will assist in driving all aspects of customer support related issues, requiring escalation or high priority of each product including, but not limited to: storage, PACS, VNA, Mobility, 3D Systems, Syncomm and Clinical Information Systems for Radiology to ensure an optimal customer experience and timely resolution to high priority issues.

Company Overview

FUJIFILM Healthcare Americas Corporation is a comprehensive healthcare company that has an extensive range of technology and expertise in the detection, diagnosis, and treatment of diseases. Fujifilm’s innovative portfolio includes solutions spanning diagnostic imaging, enterprise imaging, endoscopic imaging, surgical imaging, and in-vitro diagnostics. The company is headquartered in Lexington, Massachusetts.

FUJIFILM Holdings Corporation, headquartered in Tokyo, leverages its depth of knowledge and proprietary core technologies to deliver innovative products and services across the globe through the four key business segments of healthcare, electronics, business innovation, and imaging with over 70,000 employees. Guided and united by our Group Purpose of “giving our world more smiles,” we address social challenges and create a positive impact on society through our products, services, and business operations.

Job Description

Duties and Responsibilities:

• Responsible for monitoring and ensuring the successful and timely completion of all assigned escalations, or high priority projects.
• This includes, but is not limited to:
  • Attending Sales and Service meetings when requested.
  • Working closely with the FMIS development team to ensure effective and efficient product performance and making recommendations for enhancements.
  • Acting as the primary point of escalation for issues for various teams as well as the sales and MI business organizations.
  • Driving project completion and assisting in the implementation process within the National Support Specialists team.
  • Monitoring issue progress within TFS, Salesforce, and Workfront management tracking and reporting system.
  • Assisting in departmental processes development in accordance with ITIL guidelines.
• Performing initial investigation on high priority and more technically challenging escalations.
• Participating in the preparation and updates of assigned process documentation.
• Developing process management tools and incorporating best practices to ensure customer satisfaction.
• Developing effective business relationships and ensuring cross-functional cooperation with Sales, Marketing, Service, and Engineering Departments.
• Scheduling and holding recurring project status review calls with assigned staff for evaluating and reporting project quality and timeliness.
• Managing assigned projects as required to meet company and departmental goals.
• Helping develop and maintain documentation for overall processes, issues, and problems.
• Continuing to improve processes with other departments.
• Developing and maintaining strong customer relations.
• Ensuring proposed MI solutions align with overall goals and direction of the HCUS MI business.
• Compliance with all applicable requirements of the company’s quality management system.
• All other functions and responsibilities assigned by management.
• Adhering to the Company's ethics, quality, and regulatory compliance requirements, ensuring that all job duties are performed in accordance with established policies.
• Complying with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements and applicable ISO 13485 standard requirements.

Qualifications:

• Minimum two years of experience within the National Support Specialists team.
• Bachelor’s degree in Computer Science and/or Information Systems with a minimum of eight (8) years of related professional experience or comparable education and work experience.
• Familiarity with ITIL Support Process Model and support levels.
• Minimum five (5) years of progressive experience as a Technical, Systems, Software or Quality Assurance Engineer in Medical IT and/or Imaging products.
• Exceptional communication and organizational skills as well as knowledge of Windows OS, networking, SQL Server and Oracle.
• Successful management of professional services support cases, IT projects, and software releases in parallel.
• Familiarity with clinical data transfer protocols and interfaces (DICOM, HL7, XML, etc.).
• Knowledge of PACS, VNA, Mobility, Syncomm and Clinical Information Systems for Radiology.
• Proven track record as a strong technical liaison.
• Self-directed with excellent management skills.
• Strong interpersonal, team building and leadership skills.
• Inquisitive and creative with good decision-making skills.
• Resourceful and thorough with a strong sense of urgency.
• Some travel may be required.

In addition to the above, all employees are expected to:

• Promote teamwork and cooperative effort.
• Help train and give guidance to other employees.
• Provide customers with the highest quality products and services.
• Understand and apply appropriate quality management.

Physical Requirements:

The position requires the ability to perform the following physical demands:

• The ability to sit up 75-100% of applicable work time.
• The ability to use hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time.
• The ability to stand, talk, and hear for 75% of applicable work time.
• The ability to lift and carry up to ten pounds up to 20% of applicable work time.

This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing all day, up to 4 hours at a time. The employee must frequently lift and/or move items that weigh up to 50 pounds. The employee must be able to reach above their head to work on equipment that is on a desk, on the floor, or mounted to the ceiling, and must also be comfortable on ladders.

Travel:

• Occasional (up to 25%) travel may be required based on business need.

In the event that COVID-19 vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19.

For all positions, the Company encourages vaccination against COVID-19 and requires that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required.

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department.