Fulfill Team Inc. · 3 hours ago
RIS/PACS HL7 Senior Customer Solutions Engineer
United States
Full-time
Remote
Senior Level
$85K/yr - $97K/yrFulfill Team Inc. is a medical imaging hardware and software company seeking a RIS/PACS HL7 Senior Customer Solutions Engineer for a permanent full-time remote position. The role involves providing technical support and solutions for complex enterprise issues, primarily focusing on Picture Archiving Computer System (PACS) and integrated OEM products, while ensuring customer satisfaction and compliance with regulatory standards.
EmploymentRecruitingStaffing Agency
Responsibilities
Works directly with Customers in support of products and OEM integrated products
Work to assist with domestic and international problem resolution
Provide subject matter expertise within the call center
Provide Senior-level technical engineering support for product lines
Primary responsibilities are technical leading or advocating for a client and direct interaction with customers to troubleshoot and solve product and process related problems
Solves technology-specific problems associated with product lines and/or product classes by novel approaches to application process development, troubleshooting, and material characterization
Effectively managing customer expectations - develop, foster and maintain trusted advisor relationship to establish and maintain technical credibility
Develop playbooks to drive scalability through repeatable implementations, using your attention to detail and focus on process efficiency
Build technical proficiency across products and supported technical integrations
Conduct virtual and occasional onsite project meetings, training, and knowledge transfer sessions
Develop, foster, and maintain effective working relationships across internal teams. Collaborate with Engineering and Product Management, advocate customer feature requests and help influence our product roadmap
Consistently grow your knowledge of the competitive landscape and industry news. Confidently position and handle objections related to competitive solutions
Adheres to the Company's quality and regulatory compliance requirements, without exception
Ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures
Collaborate with leaders to establish key systems engineering and Integration procedures and tasks
Provide technical feedback of working hardware and software designs, installation instructions, test plans/matrices, results reporting
Responsible for adhering to design specifications, and perform evaluation and testing of new technology, hardware, and software products that may be utilized with Product lines
Advisory and consultant for 3rd party system designs, configuration, specifications, and settings for installation and deployment documentation
Collaborate to develop, update, and maintain implementation process tools and documentation
Responsible to act as a point of contact for difficult or hard to handle clients and escalated sites requiring transitional or focused support
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
Basic troubleshooting, installation, maintenance, and service repair needs on designated equipment
Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner
Maintaining daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction
Meeting Health and Human Services, Environment Health and Safety and/or all other applicable regulatory requirements
Managing vendors’ service delivery processes in compliance with policies
Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving
Participating in sales opportunities
Perform other such duties as assigned by supervisor
Qualification
Required
HL7
PACS
RIS
DICOM
TCP/IP
Customer support
Willing to travel up to 10%
Preferred
ISO 13485 – preferred or willingness to learn
VMware ESX – preferred or willingness to learn
Windows servers – preferred or willingness to learn
network design – preferred or willingness to learn
SQL scripting – preferred or willingness to learn
HTTP/HTTPS – preferred or willingness to learn
Company
Fulfill Team Inc.
Experts in providing IT and Engineering staffing services including contract staffing, staff augmentation, and permanent staffing.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase