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FUJIFILM Cellular Dynamics, Inc · 1 month ago

Senior Technical Support Engineer, MI - I

United States

Full-time

Remote

Senior Level

FUJIFILM Cellular Dynamics, Inc is committed to innovating for a healthier world and is seeking a Senior Technical Support Engineer to provide remote technical support for their product lines. This role involves troubleshooting complex issues, collaborating with team members, and ensuring customer satisfaction through effective communication and documentation.

BiotechnologyHealth CareManufacturingPharmaceutical

H1B Sponsor Likely

Responsibilities

Supports our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with timely responses

Works on 3rd party hardware, software, and network related issues that are sold or supported by FUJIFILM

Effectively and efficiently uses the FUJIFULM knowledge resources available to help in the troubleshooting process

Collaborates with peers and other team members when working on more complex technical issues

Effectively documents cases throughout the process of troubleshooting the issue

Strictly follows 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 our customers, and document the interactions within a case

Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned

Monitors 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 FUJI engineers

Maintains 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

Qualification

Industry-specific certificationsWindows OS knowledgeNetworking knowledgeSecurity CertificationsBachelor’s DegreeSQL Server knowledgeOracle knowledgeSynapse workflows knowledgeClinical data protocols knowledgeFUJIFILM Synapse experienceLinux Architecture knowledgePostgresql experienceCommunication skillsOrganizational skills

Required

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

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)

Company

FUJIFILM Cellular Dynamics, Inc

Fujifilm Cellular Dynamics, Inc. develops and manufactures biologically relevant human cells derived from induced pluripotent stem (iPS) cells.

Founded in 2004

Madison, Wisconsin, USA

51-200 employees

https://www.fujifilmcdi.com

H1B Sponsorship

FUJIFILM Cellular Dynamics, Inc has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (4)

2021 (1)

2020 (3)