Principal National Support Engineer II

Position Overview

The Principal National Support Engineer II provides the highest level of technical expertise and experience to the Fujifilm Healthcare Medical Informatics business covering all currently offered products including, but not limited to: storage systems, PACS (Radiology/Cardiology), VNA, Mobility, 3D Systems, Syncomm and Clinical Information Systems. While this position primarily supports the Technical Assistance Center (TAC), technical leadership and direction is provided to all other functional departments within the business including development. In some cases, support is also provided to the modality side of the business as well.

The Principal National Support Engineer II will assist in driving all aspects of customer support related issues that are mostly technical in nature, although system administration and clinical support is provided utilizing the escalation process. The Principal National Support Engineer II will evaluate, triage, present and work in concert with development to ensure optimal customer experience and timely resolution to high priority issues.

Additionally, the Principal National Support Engineer II is tasked with documenting all activities associated with an issue and providing communications (service bulletins, procedures, etc.) to the TAC, Project Engineering and Upgrade teams and in some cases directly to the customer. As needed, training is to be provided by the Principal National Support Engineer II to the various technical (in some cases) non-technical areas on new software/product releases.

The Principal National Support Engineer II is also tasked with leading support issues to resolution being seen at customers site and work directly with development by functioning as a dedicated technical liaison.

In addition, the Principal National Support Engineer II will provide after-hours technical support via the On-call process for down-site situations 24/7.
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:
Job Description
Duties and Responsibilities:

- Lead major incident resolution efforts, taking ownership of the most critical customer cases end-to-end.

- Act as a designated Subject Matter Expert (SME) for specific product areas, providing advanced guidance to peers and junior engineers.

- Deep Technical Individual Contributor: Expert troubleshooter and primary interface for complex escalations, mastering 3 core product lines and able to effectively support a minimum of 1 or more of other products offered by Fuji.

- Proactively mentor and guide junior technical support engineers, contributing to their technical development.

- Tasked with providing advanced technical training to the TAC, Upgrade and Project Engineer team members.

- Tasked with the review and triaging of escalations received from TAC for domestic customers, present this issue to development, and work with development until resolution.

- Tasked with the review and triaging o