Product Support Specialist at FUJIFILM Holdings America Corporation

FUJIFILM Healthcare Americas Corporation is a leading innovator in diagnostic and enterprise imaging solutions designed to meet the evolving needs of healthcare across prevention, diagnosis, and treatment. Fujifilm’s medical imaging portfolio includes solutions for digital radiography, mammography, computed tomography, magnetic resonance imaging, ultrasound, endoscopy, and endosurgery. The Synapse® Enterprise Imaging portfolio provides healthcare professionals with the imaging and data access needed to deliver a complete patient record. REiLI®, Fujifilm’s artificial intelligence initiative, combines Fujifilm’s rich image -processing heritage with cutting-edge AI innovations to inspire a new tier of clinical confidence. The In-Vitro Diagnostic portfolio provides the golden standard of molecular based immunoassay technology for liver surveillance, cutting edge clinical diagnostic chemicals for leading laboratories across the country and diagnostic chemicals for OEM white labeling products. The company is headquartered in Lexington, Massachusetts. For more information, please visit 

Job Purpose -This position is intended to be responsible for maintaining excellent customer satisfaction by working directly with healthcare information technology and medical imaging staff. They will gather and understand customer needs, install, and configure the software accordingly, train customer site personnel to serve as administrator of the software, and act as the primary contact for technical support. They will also collaborate with the FUJIFILM Healthcare Americas Corporation (HCUS) engineering team to keep abreast of the software’s continuously evolving functionality and will apply that knowledge to optimize the software performance at customer sites.

FUJIFILM is an equal opportunity and affirmative action employer.  All qualified applicants will receive consideration without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, disability, protected veteran status or any other characteristic protected by applicable federal, state or local law.

External US

Duties and Responsibilities:

• Takes responsibility for HCUS technical support cases and drives for closure leading to customer satisfaction.
• Performs diagnostic troubleshooting leading to the identification of the root cause.
• Utilizes Salesforce Service Cloud to manage customer support cases.
• Installs and configures HCUS products at customer sites as part of implementation projects or other HCUS professional services.
• Trains customers on the basic operation and maintenance of HCUS products.
• Proactively supports multiple work assignments during high volume periods and prioritizes urgent requests with a high level of responsiveness.
• Assesses product issues at customer sites and collaborates with the HCUS Development team to provide timely resolution of support cases.
• Collaborates with HCUS colleagues for the continuous improvement of products and processes resulting in increased customer satisfaction.
• 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.

Qualifications:

• Bachelor’s degree in computer science, engineering, or another relevant technical field preferred
• 5+ years of experience in customer service and support for medical imaging or healthcare IT software and the associated clinical workflow
• Intermediate knowledge of DICOM, HL7, and other network communication protocols
• Intermediate knowledge of computer network technology and the Windows Server operating system
• Intermediate knowledge of relational databases and structured query languages (Oracle and SQL Server)
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong verbal and written communication skills to interface with various internal and external customers
• Demonstrated teamwork, interpersonal, and relationship building skills
• Dedication to customer service excellence
• Ability to achieve results and meet goals in a fast-paced, rapidly changing team environment

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.
• Close Vision: The ability to see clearly at twenty inches or less.

Travel:

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