National Technical Support Engineer 2 - National Technical Support

Position Overview

Job purpose

This position is intended to provide technical assistance, primarily by telephone and on-site visits, to personnel on all HCUS CT and portable X-ray products. This is the second-level national technical support engineer position in the company.

Company Overview

At FUJIFILM Healthcare Americas Corporation, we’re on a mission to innovate for a healthier world, and we need passionate, driven people like you to help us get there. Our cutting-edge healthcare solutions span diagnostic imaging, enterprise imaging, endoscopic and surgical imaging, as well as in-vitro diagnostics.

But we don’t stop at healthcare; our Non-Destructive Testing (NDT) team harnesses advanced radiography solutions to keep transportation infrastructure, aerospace, and oil and gas assets safe and running smoothly.

Ready to innovate, collaborate, and make a difference? Join us and bring your big ideas to life while working in a dynamic, flexible environment that fuels your creativity and drive. 

Our headquarters is in Lexington, Massachusetts, an inspiring healthcare research hub in a historic town. 

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Duties and responsibilities

• Provides national level technical support to HCUS personnel as needed via the telephone and on-site visits.
• Provides remote and over the phone troubleshooting and diagnostic analysis with customers and dealers over the phone and via email. Adheres to a 15-minute response time to returning service calls.
• Supports the sales and marketing teams with promoting the product(s).
• Prepares and disseminate information related to CT products to HCUS personnel to improve their ability to perform tasks related to the products.
• Conducts routine technical classes, with or without assistance. Creates training curriculum.
• Helps roll out new CT products by participating in installations as needed.
• Assists with configuration, repair, and testing of portable X-ray systems. Perform electrical, mechanical, and cosmetic repair of portal X-ray systems and components.
• Assists with technical interviews for prospective field service candidates
• Maintains excellent working relationships with HCUS personnel in all departments.
• Works overtime and odd hours as needed, including at the “last minute”.
• Travels extensively to customer sites to solve problems as needed.
• Demonstrates excellent capability for analyzing, evaluating, diagnosing, and resolving extremely complex equipment problems in a minimum period of time.
• Adheres to and ensure compliance of all safety practices and quality procedures.
• Promotes both internal to the company and externally, the image and reputation of HCUS.
• Performs other duties as directed by the Manager, National Technical 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.

Qualifications

Experience

• At least seven (7) years of previous experience maintaining and troubleshooting CT equipment at other companies, or at least five (5) year of HCUS Service experience with demonstrated proficiency in CT.
• Capable of operating all test equipment required to service CT and X-ray equipment

Educational Requirements

• Bachelor’s degree from an accredited four-year college—preferably in an electronics- related discipline—or equivalent experience is required

Special Skills or Other Job Requirements

• Proficiency in Microsoft Office.
• Must be able to provide national-level technical support in CT
• Must have strong problem-solving skills.
• Soldering proficiency desired.
• Must have ability to manage and provide support on multiple projects at the same time.
• Must have strong communication skills.
• Must have strong computer skills.
• Must be self-motivated.
• Must be willing to travel and work long hours.
• Must have valid driver's license with a safe driving record.
• Significant travel required.

Physical requirements

The position requires the ability to perform the following physical demands and/or have the listed capabilities:

This position typically works in usual medical, clinical working environments, including sites under construction.

The position requires the ability to physically work in high magnetic fields of up to 3 Tesla, which could dangerously affect any implanted medical devices made of ferrous material, potentially causing serious injury and/or death.

• Standing/Walking:
  • This activity occurs frequently and prolonged/repetitively.
• Sitting:
  • This activity occurs frequently and prolonged/repetitively. Including when driving to customer sites and/or flying.
• Lifting/Carrying:
  • This activity occurs infrequently and periodic with light hand tools, a tool bag, cabinet covers weighing from 1-20 lbs., diagnostic test equipment which weighs from 5-60 lbs., fluid testing container weighing 30 lbs., and replacement components which may weigh from 1-40 lbs.
• Pushing/Pulling:
  • This activity occurs rarely and periodic. It occurs primarily with the pushing of the 1000 lbs. patient tables and 600-6000 lb. CT gantries. There is an estimated manual force to overcome inertia of 30 lbs. Pushing distances are typically 1 inch to 18 inches
• Bending:
  • This activity occurs occasionally and period/prolonged in the low back. It occurs with a variety of the tasks.
• Reaching:
  • This activity occurs rarely and periodic above the shoulders when the worker must access components and cupboards that are on top of the 6-foot-high CT machine. This activity occurs occasionally and periodic below shoulder level with a variety of tasks.
• Kneeling/Crawling/Crouching:
  • This activity occurs occasionally and periodic/prolonged. It occurs primarily in the wiring process as well as accessing the lower panels of the CT machine.
• Climbing:
  • This activity occurs rarely and periodic when the worker must climb up to 3 steps of a 6-foot ladder to access the upper access panels of the CT machine in order to perform diagnostic testing.
• Balancing:
  • This activity occurs rarely and periodic and occurs when the worker is standing on the ladder as mentioned above.
• Twisting:
  • This activity occurs rarely and periodic in the low back. It may occur with some of the tasks performed.

Travel

• Ability to travel up to 50% may be required based on business need.

Benefits: 

• Medical, Dental, Vision 
• Life Insurance 
• 401K 
• Paid Time Off 

In the event that COVID-19  vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.   Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements.  For all positions, the Company encourages vaccination against COVID-19 and requires that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption. 

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected] or (330) 425-1313).