Lead National Support Special Medical Imaging Systems

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, and problems, 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. For more information, please visit healthcaresolutions-us. fujifilm. com .

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. Under its medium-term management plan, VISION2030, which ends in FY2030, we aspire to continue our evolution into a company that creates value and smiles for various stakeholders as a collection of global leading businesses and achieve a global revenue of 4 trillion yen (29 billion USD at an exchange rate of 140 JPY/USD). For more information, please visit: fujifilmholdings. com .

For further details about our commitment to sustainability and Fujifilm's Sustainable Value Plan 2030,click here (/holdings. fujifilm. com/en/sustainability/plan/svp2030) .

Duties and Responsibilities:

• Responsible for monitoring and ensuring the successful and timely completion of allassigned escalations, or high priority projects.

• This includes, but is not limited to:

• Attending Sales and Service meetings when requested.

• Works intimately with the FMIS development team to ensure that the product workseffectively and efficiently and makes recommendations for product enhancements.

• Acting as the primary point of escalation for issues for the various teams as well asthe sales and MI business organizations.

• Driving project completion and assisting in implementation process within theNational Support Specialists team.

• Monitoring issue progress within TFS, Salesforce, and Workfront managementtracking and reporting system.

• Assist in departmental processes development in accordance with ITIL guidelinesand methods.

• Performs initial investigation on high priority and more technically challenging escalations.

• Participates in the preparation and updates of assigned process documentation.

• Develops process management tools and incorporates best practices and processes to ensurecustomer satisfaction.

• Develops effective business relationships and ensure cross-functional cooperation with theSales, Marketing, Service, and Engineering Departments in order to ensure successfulcompletion of issues and problems.

• Schedules and holds recurring project status review calls with assigned staff for the purposeof evaluating and reporting project quality and timeliness.

• Manages assigned projects as required to meet company and departmental goals.

• Help develop and maintain documentation for overall processes, issues, and problems.

• Continue improving processes with other departments.

• Develops and maintains strong customer relations.

• Ensure proposed MI solutions align with overall goals and direction of the HCUS MIbusiness.

• Compliance with respect to all applicable requirements of the company's quality management system.

• All other functions and or responsibilities that may be assigned by management.

• Adheres to the Company's ethics, 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.

• All other functions and or responsibilities that may be assigned by management.

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 (Microsoft Server 2008, 2012, 2016+), networking, SQL Server and Oracle.

• Successful management of professional services support cases, IT projects and products, software release and implementations 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, and related services including workflow.

• 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 and/or have the listedcapabilities:

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

• The ability to use your hands and fi.