Medical Imaging Support Specialist

6 days ago

Salem, Oregon, United States FUJIFILM Corporation Full time

About FUJIFILM Healthcare Americas Corporation

We are a leading innovator in diagnostic and enterprise imaging solutions, catering to the evolving needs of healthcare across prevention, diagnosis, and treatment.

Our medical imaging portfolio includes solutions for digital radiography, mammography, computed tomography, magnetic resonance imaging, ultrasound, endoscopy, and endosurgery. Our Synapse Enterprise Imaging portfolio provides healthcare professionals with imaging and data access needed to deliver a complete patient record.

We are dedicated to delivering excellence through our commitment to innovation, customer satisfaction, and quality.

About the Job

This role is responsible for maintaining excellent customer satisfaction by working directly with healthcare information technology and medical imaging staff. The successful candidate will gather and understand customer needs, install, and configure software accordingly, train customer site personnel to serve as administrators of the software, and act as the primary contact for technical support.

The ideal candidate will collaborate with our engineering team to stay up-to-date on the software's continuously evolving functionality and apply that knowledge to optimize software performance at customer sites.

Key Responsibilities:

  • Takes responsibility for technical support cases and drives for closure leading to customer satisfaction.
  • Performs diagnostic troubleshooting leading to the identification of the root cause.
  • Utilizes Salesforce Service Cloud to manage customer support cases.
  • Installs and configures products at customer sites as part of implementation projects or other professional services.
  • Trains customers on the basic operation and maintenance of products.
  • Proactively supports multiple work assignments during high-volume periods and prioritizes urgent requests with a high level of responsiveness.
  • Assesses product issues at customer sites and collaborates with the Development team to provide timely resolution of support cases.
  • Collaborates with colleagues for the continuous improvement of products and processes resulting in increased customer satisfaction.
Requirements

To succeed in this role, you will require:

  • A Bachelor degree in Computer Science, Information Technology, or equivalent Medical Imaging industry technical experience.
  • 5+ years of experience in customer service and support for medical imaging or healthcare IT software and associated clinical workflow.
  • Intermediate knowledge of DICOM, and HL7 communication protocols.
  • Intermediate knowledge of computer network technology and the Windows Server operating system.
  • Self-driven with strong troubleshooting, analytical, problem-solving, and time management skills.
  • Strong verbal and written communication skills.
  • 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.
Preferred Qualifications

The following qualifications would be advantageous:

  • Knowledge of relational databases and structured query languages (Oracle and SQL Server).
  • Experience with Customer Relationship Management software such as Salesforce.
  • Experience with driving projects to completion.
  • Experience with remote connectivity and system monitoring software.
  • Ability to understand and diagnose complex problems.
Estimated Salary Range

$90,000 - $120,000 per year based on location and experience.

Work Environment:

This is a remote position, requiring occasional travel to customer sites (

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