Lead Project Team Support Engineer

Fujifilm; San Juan (PR); On-site; USD 90,000 - 130,000; Full time

Job summary

FUJIFILM Healthcare Americas Corporation in the United States is seeking a Lead Project Team Support Engineer-MI to provide remote technical, applications and system support for HCUS customers and business units.

You will own complex issues, mentor teammates, and coordinate with TAC while ensuring adherence to SLAs and regulatory requirements; cross-functional collaboration across imaging, IT, and service teams is essential.

Qualifications

• Bachelor's Degree or comparable education and work experience.
• 7–10 years of industry experience.
• Excellent organizational and multi-tasking skills.
• Superior communication and interpersonal skills, excellent phone manner.
• Ability to achieve results in a fast-paced, team environment.
• Ability to make independent decisions based on technology data and product knowledge.

Responsibilities

• Operates with little supervision and resolves customer issues.
• Owns situations in the absence of management and guides the team accordingly.
• Collaborates with peers on complex issues and documents processes.
• Mentors teammates to support growth and knowledge sharing.
• Utilizes FUJIFULM resources to identify known issues.
• Escalates per SLA and TAC procedures in a timely manner.
• Coordinates with TAC and other business units on escalated cases.
• Manages hardware requests and third-party remote hands vendors as needed.
• Trains other units on backend applications and project team tools.
• Maintains expert knowledge of current medical imaging products and related technologies.
• May serve as Project Team Shift Lead for supervisory decisions when needed.
• Handles customer calls and documents interactions within each case.
• Ensures compliance with regulatory requirements and internal policies.

Skills

Excellent organizational skills

Superior communication

Ability to achieve results

Independent decision-making

Project coordination

Customer service mindset

Education

Bachelor's Degree, Trade School Certification (Industry related)

Tools

Windows Server

SQL Server

Oracle

HL7 & DICOM

Synapse Radiology

VMware & Storage

EMC/NetApp storage

Job description

Position Overview

The LEAD PROJECT TEAM SUPPORT ENGINEER-MI provides remote technical, applications and system support for HCUS customers and supported business units. This role primarily interacts with FUJI Technical Assistance Center (TAC), FUJI customers and other FUJI business units with the management, execution, and administration of operational, billable, and more in-depth projects and support. Supports complex issues where analysis of situations or data requires an in-depth evaluation of variable factors which may include customer impact, HCUS business priorities and regulatory requirements. Provides to assistance to all connected teams on technical and product knowledge and department operating procedures. To meet the needs of our customers and supported business units, working outside of normal business hours and holidays is required.

Company Overview

At FUJIFILM Healthcare Americas Corporation, we're on a mission to innovate for a healthier world, and we need passionate, driven people like you to help us get there. Our cutting-edge healthcare solutions span diagnostic imaging, enterprise imaging, endoscopic and surgical imaging, as well as in-vitro diagnostics.

But we don't stop at healthcare; our Non-Destructive Testing (NDT) team harnesses advanced radiography solutions to keep transportation infrastructure, aerospace, and oil and gas assets safe and running smoothly.

Ready to innovate, collaborate, and make a difference? Join us and bring your big ideas to life while working in a dynamic, flexible environment that fuels your creativity and drive.

Our headquarters is in Lexington, Massachusetts, an inspiring healthcare research hub in a historic town.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of "giving our world more smiles." Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Duties and Responsibilities:

• Operates with little supervision and is comfortable making decisions to resolve customer issues.

• This engineer will take ownership of situations in the absence of management

• This engineer can guide the Support team in the absence of management

• Collaborates with peers and other Lead Team members on solving complex issues, developing innovative solutions, and documenting all aspects of the process.

• Works with other team members to facilitate their growth through direct mentorship.

• Effectively and efficiently use the FUJIFULM knowledge resources to identify known issues.

• Adheres to custom Service Level Agreement (SLA) requirements to timely escalate issues when appropriate according to established procedures.

• Strictly follows the Technical Assistance Center (TAC) escalation process to ensure timely escalations to our National Support Engineers.

• Works with other business units on escalated cases and security projects to gather additional data and test possible resolutions.

• Work with other business units as needed to manage and handle hardware requests that come into TAC.

• Work with other business units to manage 3 rd party remote hands vendor for continued business needs. This could be implementation or service related.

• Works with team members to train other business units on the proper use of backend applications the project team manages.

• Maintains an expert working knowledge of current medical imaging products and related technologies.

• May be scheduled as a Project Team Shift Lead which is a team point of contact for any Project Team issue/case that needs to have a supervisory decision made when a manager is not available.

• Engineers must have the ability and skillset to answer and facilitate incoming customer calls, effectively communicate with our customers, and document the interactions within a case.

• Works cross-functionally with other business units as required and handles other duties as assigned.

• Monitors Project team communication methods (email boxes, group chat rooms, etc.) to ensure that proper statuses are maintained.

• Perform data collection for revenue purposes for Medical Informatics

• Maintain a high level of success with yearly goals provided by your manager and metrics defined on a team level.

• Working outside of normal business hours, overtime, holidays, and participation in an on-call rotation are required to cover the needs of the business.

• Some short notice overnight travel, based on the needs of the business, to work on customer systems.

• Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.

• Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards.

• Maintain a 25 or less case backlog in ServiceForce.

Qualifications:

• Bachelor's Degree, Trade School Certification (Industry related), or comparable education and work experience.

• Minimum of 7 to 10 years of industry experience

• Excellent organizational and multi-tasking skills.

• Superior communication and interpersonal skills, excellent phone manner.

• Ability to achieve results and meet goals in a fast-paced, team environment.

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

• Advanced knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle.

• Advanced knowledge of current network technologies.

• Advanced knowledge with Synapse Radiology and Cardiovascular application

• Advanced knowledge with clinical data transfer protocols and interfaces (HL7 and DICOM)

• Advanced knowledge of Medical Informatics Solutions (VMware and Storage).

• Advanced knowledge of Storage Architecture, specifically EMC, NetApp, Pure, and Nexsan

Preferred Qualifications

• 3- 5 years of proven FUJIFILM Synapse experience

• Synapse Administration experience

• Mastery of Synapse workflows and their implementations.

• Mastery of clinical data transfer protocols and interfaces (HL7 and DICOM)

• Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco, Veeam, Automate, Securelink).

• Security Certifications (Security + or higher).

Key Performance Indicators

To maintain this position, within one year of starting this role, the engineer must:

• Obtain and/or maintain Security + Certification

• Acquire the knowledge necessary to be designated as a TAC Subject Matter Expert (SME) in Project Team Related disciplines.

Physical requirements:

The position requires the ability to perform the following physical demands and/or have the listed capabilities:

• The ability to sit up 75-100% of applicable work time.

• The ability to use your 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.

Travel:

• Up to 10% travel may be required based on business needs.

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, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements.

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, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

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 ([e-mail] or [phone]).