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Principal National Support Engineer
FUJIFILM Corporation. Lead major incident resolution efforts and own critical customer cases end-to-end .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expert knowledge of medical imaging products and technologies, providing advanced technical support and training while leading incident resolution efforts. Capable of collaborating cross-functionally and mentoring junior engineers to enhance team performance and customer satisfaction.
Highest-signal resume keywords
Expert Knowledge Of Medical Imaging ProductsTechnical Support LeadershipAdvanced Technical TrainingIncident Resolution ManagementCross-Functional Collaboration
ATS Keywords
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Hard Skills
Technical Support EngineeringIncident ResolutionTroubleshooting Complex EscalationsDocumentation CreationKnowledge Base Article PublishingCustomer Systems SupportRegulatory ComplianceEscalation Process AdherenceOn-Call SupportProject Coordination
Soft Skills
MentoringCommunicationCollaborationProblem-SolvingCustomer Service
Tools & Technologies
Medical Imaging TechnologiesSynapse Issues AnalysisSupport Tools DevelopmentRFP Technical ResponsesDevelopment Collaboration
Certifications & Qualifications
Master's DegreeBachelor's DegreeSecurity+VCP CertificationCisco CertificationOracle CertificationMicrosoft CertificationAWS Certification
Industry Keywords
Medical ITISO 13485U.S. FDA ComplianceTechnical LiaisonCustomer Case Management
Tech Stack
Tools & technologiesAWSOracle
About the role
Key responsibilities & impact- Lead major incident resolution efforts and own critical customer cases end-to-end
- Act as subject matter expert for designated product areas
- Troubleshoot complex escalations and serve as primary interface for technical issues
- Mentor junior technical support engineers
- Provide advanced technical training to TAC, Upgrade, and Project Engineering teams
- Review and triage escalations from TAC for domestic customers and international partners
- Present escalated issues to Development and work with Development through resolution
- Collaborate with TAC, domestic customers, and international partners until resolution
- Work directly with Development on special projects and new software/product releases
- Communicate clinically related issues to Development
- Assist Marketing and Sales with technical responses to RFPs
- Provide technical assistance to international partners
- Provide after-hours on-call support for down sites 24/7
- Collaborate cross-functionally to solve complex technical issues and develop solutions
- Adhere to escalation processes and response-time requirements
- Analyze Synapse issues requiring Development action
- Create, review, and publish documentation and Knowledge Base articles
- Maintain expert knowledge of medical imaging products and related technologies
- Stay current with industry and technology advances through continuous education
- Provide guidance to team members based on management direction
- Facilitate coordination among internal departments for issue resolution
- Act as dedicated technical liaison to Development for key customer-site issues
- Establish action-item timelines with customers
- Contribute to small- and medium-sized internal projects improving support tools or processes
- Work on customer systems during occasional short-notice overnight travel
Requirements
What you’ll need- Master’s degree (preferred) with 6 years industry experience, or Bachelor’s Degree with 8 years industry experience, or comparable work experience of 10+ years of industry experience
- Minimum 10 years of progressive experience as a Technical, Systems, Software, or Quality Assurance Engineer in Medical IT and/or Imaging products
- Leading industry certifications, including Security+ or higher
- Current VCP certification
- Cisco certification
- Oracle certification
- Microsoft certification
- AWS certification
- Expert working knowledge of current medical imaging products and related technologies
- Ability to master 3 core product lines and support at least 1 additional Fuji product
- Ability to work outside normal business hours, overtime, holidays, and participate in an on-call rotation
- Ability to provide 24/7 down-site support
- Ability to travel occasionally, up to 25%, including short-notice overnight travel
- Ability to sit 75–100% of applicable work time
- Ability to use hands and fingers to manipulate items and keyboards up to 100% of applicable work time
- Ability to stand, talk, and listen for 75% of applicable work time
- Ability to perform standing, walking, bending, kneeling, stooping, crouching, and crawling under a desk
- Ability to frequently lift and/or move items up to 50 pounds
- Ability to reach above the head to work on equipment on desks, floors, or server racks
- Ability to type and manipulate hand tools
- Maintain all currently held industry certifications
- Comply with U.S. FDA, ISO 13485, and other applicable regulatory requirements
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401k
- Paid Time Off
- Flexible environment
- Continuous education
- Training opportunities