Lead Project Team Support Engineer

Role Description

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 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.

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.

Requirements

• 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 FUJIFILM 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 3rd 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.

Benefits

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