Fujifilm - Columbus, OH

posted 4 months ago

Full-time
Columbus, OH
Machinery Manufacturing

About the position

The Product Support Specialist at FUJIFILM Healthcare Americas Corporation is responsible for ensuring high levels of customer satisfaction by providing technical support and training for healthcare information technology and medical imaging staff. This role involves gathering customer needs, installing and configuring software, and acting as the primary contact for technical support. The specialist will also collaborate with the engineering team to optimize software performance at customer sites.

Responsibilities

  • Take responsibility for HCUS technical support cases and drive for closure leading to customer satisfaction.
  • Perform diagnostic troubleshooting leading to the identification of the root cause.
  • Utilize Salesforce Service Cloud to manage customer support cases.
  • Install and configure HCUS products at customer sites as part of implementation projects or other HCUS professional services.
  • Train customers on the basic operation and maintenance of HCUS products.
  • Proactively support multiple work assignments during high volume periods and prioritize urgent requests with a high level of responsiveness.
  • Assess product issues at customer sites and collaborate with the HCUS Development team to provide timely resolution of support cases.
  • Collaborate with HCUS colleagues for the continuous improvement of products and processes resulting in increased customer satisfaction.
  • 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.

Requirements

  • Bachelor's degree in computer science, engineering, or another relevant technical field preferred.
  • 5+ years of experience in customer service and support for medical imaging or healthcare IT software and the associated clinical workflow.
  • Intermediate knowledge of DICOM, HL7, and other network communication protocols.
  • Intermediate knowledge of computer network technology and the Windows Server operating system.
  • Intermediate knowledge of relational databases and structured query languages (Oracle and SQL Server).
  • Excellent troubleshooting, analytical, and problem-solving skills.
  • Strong verbal and written communication skills to interface with various internal and external customers.
  • Demonstrated teamwork, interpersonal, and relationship building skills.
  • Dedication to customer service excellence.
  • Ability to achieve results and meet goals in a fast-paced, rapidly changing team environment.
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