Product Support Specialist - MS

Position Overview

The Product Support Specialist provides a technical evaluation, investigation, and product support to HCUS customers and internal departments. Exercises judgement in selecting methods, techniques, and evaluation criteria for obtaining results. Internal and external contacts often pertain to company plans and objectives. Normally receives minimal instruction in routine work, general instructions on new products or assignments. Determines methods and procedures on new assignments and may provide guidance to other personnel on day-to-day and routine assignments.

Offers mentorship to others on technical and product knowledge and operating procedures. To meet the needs of our customers, work outside normal business hours and holidays are required.

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:

• Performs hardware and software evaluation of medical imaging systems, components, and accessories to ensure conformance with appropriate market specifications. Identifies issues and communicates with Original Equipment Manufacturers (OEMs) to address incompatibilities. Makes recommendations for corrections or performance enhancements.
• Interfaces with internal and external customers to perform troubleshooting and diagnostic evaluations to determine technical issues and to identify potential product enhancements. Works with cross functional teams to provide remote or on‑site support of new products and address escalated technical issues.
• Assists with technical training within the scope of an assigned product family, product or module which includes installation guidance, upgrade and troubleshooting techniques.
• Along with Product Management, works with OEMs, suppliers and other HCUS departments to identify optimal hardware and software components to support HCUS medical imaging products.
• Assists in the investigation of product complaints dispositioned within the Quality Review Board (QRB) process.
• Creates and ensures that all necessary technical, configuration, product availability and support information is provided to the service organization.
• Maintains technical expertise on HCUS product offerings and stays abreast of current industry trends and future technology advancements through continuous education.
• Ensures that problems and solutions are effectively documented into a product knowledge database.
• Assess new techniques and current work practices to reduce service costs and increase service efficiency.
• Participates in customer site visits, as necessary.
• Short notice and/or overnight travel, as required, to work on customer systems.
• Adheres to the Company’s quality and regulatory compliance requirements, without exception, and ensures 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.

• Bachelor’s degree in computer science, Information…