Senior Technical Support Specialist

2 weeks ago

StocktononTees, Stockton-on-Tees, United Kingdom Fujifilm Corporation Full time
About the Role

Fujifilm Corporation is a leading innovator in diagnostic and enterprise imaging solutions designed to meet the evolving needs of healthcare across prevention, diagnosis, and treatment.

The Senior Technical Support Specialist will provide highly visible remote technical support across our product lines for healthcare customers. This role focuses on more complex issues and is the second level support across our Synapse products.

Key Responsibilities
  • Support our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing customers with timely responses.
  • Work on 3rd party hardware, software, and network related issues that are sold or supported by Fujifilm.
  • Effectively and efficiently use Fujifilm knowledge resources available to help in the troubleshooting process.
  • Collaborate with peers and other team members when working on more complex technical issues.
  • Effectively document cases throughout the process of troubleshooting the issue.
  • Strictly follow the Technical Assistance Center (TAC) escalation process to move cases, in a timely manner, to the next level engineer when an issue cannot be resolved.
  • Engineers must have the ability and skillset to answer and facilitate incoming customer calls, effectively communicate with customers, and document the interactions within a case.
  • Work cross-functionally with other Synapse teams/products as required and handle other duties as assigned.
  • Monitor TAC phone system wall boards to ensure that proper statuses are maintained.
  • Positive customer surveys, documentation accuracy and consistency, timely case and project completion, and finishing the assigned trainings are standard expectations for all Fujifilm engineers.
  • 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.
  • Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensure 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.
Requirements
  • Bachelor's Degree, Trade School Certification (Industry related), or Industry Experience Equivalent
  • One or more industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred)
  • Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle
  • Knowledge of current network technologies
  • 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
  • Excellent organizational and multi-tasking skills
  • Knowledge of Synapse workflows and their implementations
  • Knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)
Preferred Qualifications
  • Fujifilm Synapse Administration experience
  • Working knowledge of Synapse workflows and their implementations
  • Working knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)
  • Knowledge with Synapse application front end
  • Knowledge of medical informatics architecture (VMware and Storage Solutions)
  • Knowledge of Linux Architecture
  • Experience of using Postgresql
  • Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications)
  • Security Certifications (Security + or higher)
Key Performance Indicators
  • Maintain Security+ Certification (Security + or higher)
  • Maintain and expand knowledge acquired to be designated as a TAC Subject Matter Expert (SME) in two disciplines
  • All engineers must maintain a case workload within 10% of the median of their peers at a minimum
  • Case backlogs must stay at or below 25 cases (not including escalated cases) unless approved by management
Physical Requirements

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

  • The ability to sit up to 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
Travel

Occasional (up to 10%) travel may be required based on business need

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