Sr Project Team Support Engineer

Position Overview

The Senior Projects Support Engineer provides highly visible remote technical, applications and system admin support for HCUS customers. Primarily supports TAC and MI Service with the management, execution, and administration of operational, billable, and more in-depth projects and support. Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors which may include customer impact, HCUS business priorities, and regulatory requirements.

Normally receives little instruction on day-to-day work, and general instructions on new assignments. Offers mentorship to new incumbents on technical and product knowledge and department operating procedures. To meet customers’ needs, working outside of normal business hours and holidays is required.

• Process and manage turnover to service audits from various internal teams.
• Manage and administrate MI service operational applications. Automate, Control, XTAM, Secure Link.
• Manage back-end reporting process to assist in license compliance.
• Manage billable projects handled by the TAC.
• Maintain and manage multiple Sales Force queues to assist the overall TAC goals.
• Work with Sales and other internal teams to provide the passing of profitable opportunities that come into TAC.
• Assess hardware, software, and network related issues on customer systems and provide solutions for repairs by performing remote troubleshooting, diagnostic evaluations, and routine inspections on medical imaging systems, equipment and components sold or serviced by the company.
• Provide product module and/or sub-module specific advanced support, guidance and assistance to Customer Support Engineers and other staff.
• Liaise with engineering development and support staff to analyze product malfunctions requiring engineering action, assist with escalations and deliver the results to other staff members.
• Collaborate with other internal and external groups on solving complex technical issues and developing innovative solutions.
• Effectively document problems and solutions into a product knowledge database.
• Assist in developing troubleshooting guides, bulletins, software files and similar resources on existing products.
• Learn and remain compliant with all regulatory and quality requirements.
• Occasionally participate in customer site visits, as necessary.
• Maintain an expert working knowledge of current medical imaging products and related technologies by staying abreast with the latest industry/technology advances through continuous education.
• Handle short notice and/or overnight travel, as required, to work on customer systems.
• Work cross-functionally as required and handle other duties as assigned.
• Maintain a high level of success with the team’s Key Performance Indicators.
• Achieve above‑average customer satisfaction, measured on individual satisfaction factors.
• Availability to answer calls, call handling, communication, and documentation skills.
• Provide timely support case closures.
• Complete assigned projects on schedule.
• Complete provided trainings.
• Adhere to the company’s quality and regulatory compliance requirements, without exception, and ensure that all job duties inherent in the position description are performed in accordance with established policies and procedures.
• 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.
• Comply with and pass all requirements for vendor credentialing as part of gaining access to hospitals and facilities to perform assigned job duties.

• Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server and Oracle.
• Advanced knowledge of Synapse workflows and their implementations.
• Advanced knowledge of Synapse application front end.
• Advanced knowledge of medical informatics hardware (VMWare and storage solutions).
• Experience with clinical data transfer protocols and interfaces (HL7 and DICOM).
• Industry-specific certifications in relevant technical background (Microsoft, VMWare, Cisco…