Remote Services Success Manager

Overview:
Remote Services Success Manager – Bothell, WA
FUJIFILM Sonosite, Inc. — If you are looking for work that matters, you’ll find it at FUJIFILM Sonosite. As the creator of point of care ultrasound, we dedicate every day to the innovation and development of imaging solutions that enable clinicians to provide improved healthcare in leading institutions, underserved populations and communities in crisis around the globe. At FUJIFILM Sonosite, we are in the relentless pursuit of answers that allow our customers to be confident that they are making the best clinical decisions for any patient, anywhere, anytime. Members of the FUJIFILM Sonosite team embody our company values: Go boldly, Stay curious, Passion fuels us, Respect each other, Own it and Act with integrity. Headquartered in Bothell, WA USA, FUJIFILM Sonosite is the proud recipient of numerous prestigious design awards and has in excess of 145 patents. Our point of care ultrasound systems are sold in more than 100 countries. External US:
Summary:
Reporting to the Supervisor, Service Engineering, the Remote Services Success Manager plays a critical role in Fujifilm Sonosite’s online customer experience. The Remote Services Success Manager will administer and champion our online tools. This includes a remote services platform, as well as our customer portal. The remote services platform enables OTA diagnostics and software updates, providing faster issue resolution and upgrade convenience for our customers. The customer portal enables customers to better manage their ultrasound systems. The Remote Services Success Manager is a key individual contributor, providing leadership and expertise in the maintenance and further development of the FUJIFILM Cloud Services Infrastructure. The Remote Services Success Manager works with the Operations team, the Commercialization team and Product Management to automate, further the feature set and troubleshoot the services Infrastructure.
This is a hybrid role (3 days in office, 2 days WFH) based in the Bothell, WA HQ.
Essential Job Functions:

Day to day administration of our remote services platform and customer portal, including user access management and device management.

Point of contact between Fujifilm Sonosite and external vendors involved in remote service technology for planned maintenance and interoperability issues in the production environment.

Troubleshoot issues with deployments of Services and infrastructure issues.

Configure Infrastructure as a Service (IaaS) with our cloud partners.

Take ownership of issues and resolve them with a strong sense of urgency.

Assist engineering with testing and feature deployment in the production environment.

Investigate customer asset discrepancies on the customer portal.

Work with customers to assign administrators for an external-facing customer portal.

Represent Service on product development core teams.

Occasional travel for site visits, as required.

Additional related responsibilities on an as-needed basis.

Knowledge/Experience:

Bachelor’s Degree in Computer Science, Electrical Engineering, Information Technology, or similar with 2-4 years relevant experience. Lesser technical degree considered with 7+ years relevant experience.

3+ years of experience administering cloud and on-premises environments.

Experience troubleshooting DICOM devices and hospital networks.

Practical knowledge of networking standards and SaaS applications.

Training and working experience in formal problem-solving techniques.

Experience working on product development teams is preferred.

Experience with ThingWorx and/or Keyscaler is preferred.

Experience working with Oracle and Salesforce is preferred.

Skills/Abilities:

Demonstrated ability to act with a high degree of autonomy.

Excellent customer-facing written and verbal communication skills.

Proficient with standard office software (e.g. Google Sheets or MS Office), including conferencing software (e.g. Teams, Zoom).

Proficient with data management tools (e.g Database, SQL, Excel, or Tableau).

Expertise in documenting solutions, data flows, and work instructions.

Familiarity with use of commercial change management software in a regulated environment.

Able to lift 25lbs with or without accommodations.

Salary and Benefits:

$86,000.00 – $115,000.00/yr. depending on experience

Insurance:

Medical, Dental & Vision

Life & Company paid Disability

Retirement Plan (401k):

4% automatic Company contribution

Fujifilm matches 50 cents for every dollar you contribute, up to 6% of your salary

Paid Time Off:

You can accrue up to three (3) weeks of PTO in your first year of employment

PTO increases based on years of service

Employee Choice Holidays:

Four (4) additional paid days off, based on date of hire in the calendar year

Paid Holidays:

Eight (8) paid holidays per year

FUJIFILM Sonosite offers a fantastic compensation package, including benefits, and a 401k program. Visit us today to learn more about our exciting technologies and how you can make a difference. To apply and obtain further details regarding key responsibilities and experience requirements, check out our careers page at .
Equal Employment Opportunity Employer
FUJIFILM Sonosite is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age, protected veteran status, disability status, or any other characteristic protected by law.
Americans with Disabilities Act
In compliance with the ADA Amendments Act, should you have a disability that requires assistance and / or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 425-951-1200, or via e-mail at . Additionally, the affirmative program/plan is available for review upon formal request by employees and applicants for employment in the Human Resources office during regular office hours.
To all agencies: Please, no phone calls or emails to any employee of FUJIFILM about this requisition. All resumes submitted by search firms/employment agencies to any employee at FUJIFILM via-email, the internet or in any form and/or method will be deemed the sole property of FUJIFILM, unless such search firms/employment agencies were engaged by FUJIFILM for this requisition and a valid agreement with FUJIFILM is in place. In the event a candidate who was submitted outside of the FUJIFILM agency engagement process is hired, no fee or payment of any kind will be paid.
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