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Director of Healthcare IT Support Services

Date: Jul 4, 2019

Location: Atlanta, GA, US

Company: Agfa-Gevaert NV


Agfa HealthCare, a member of the Agfa-Gevaert Group, is a leading global provider of diagnostic imaging and healthcare IT solutions. The company has nearly a century of healthcare experience and has been a pioneer on the healthcare IT market since the early 1990's. Today, Agfa HealthCare designs, develops and delivers state-of-the-art systems for capturing, managing and processing diagnostic images and clinical/administrative information for hospitals and healthcare facilities, as well as contrast media solutions to enable effective medical imaging results. The company has sales offices and agents in over 100 markets worldwide.


The Director of IT Support Services is accountable for the customer satisfaction of the respective regions service business. Responsible for all activities related to technical support and customer support. Resolves and if required, escalates customer situations to designated support groups without relinquishing responsibility for a customer resolution. To work in conjunction with Sales in fulfilling the service role in achieving fiscal goals. Responsible for the staffing, development and management of the technical support resources in the region.


Incumbent’s diligence in working with the Sales Management produces specific customer sales strategies that result in new business for Agfa. The incumbent works closely with the Zone Sales General Manager and team in presenting to customers service support plans that influence customer’s decisions to buy Agfa, over competitive products. Incumbent must “deliver” on support services through resources afforded and support groups established. Support staffing levels and location is closely coordinated with Sales and Field Operations in order to provide quality and responsive support to existing and new customers.


This position should be based in the Atlanta, GA area




  • Manages 3-7 Customer Support Managers.
  • Participate and contribute in the development of their zone business plans to insure continuity with other zones, regional resources, financial guidelines and operational objectives.
  • All interfaces with customer support managers will be in a manner which will provide resource optimization in the areas of financial performance, customer satisfaction and employee development.
  • Build morale and team spirit applying the guiding principles of the Agfa Diversity programs. Flexibly manage people and responsibilities in a quick changing environment. Create teamwork throughout all levels of the region.
  • Manage the relationship with Sales Management and representatives to establish a team spirit while maximizing customer satisfaction.
  • Routinely provide forecasts of revenues and expenses, support engineer utilization and resource management in regard to required staffing levels.
  • Monitor support service and system reports to ensure timely and accurate reporting of activities, equipment performance and corrective actions.
  • Implement business plans, compare performance to plan, take actions to insure meeting objectives.
  • Expedient resolutions of customer satisfaction issues and assure attainment of highest level of quality and value.
  • Initiate a continuing improvement strategy and plan in customer responsiveness to achieve the long-term objectives of the Support Department.
  • Formulate and implement programs to train and develop support personnel in an on-going and continuous fashion.
  • The activities, actions and responsibilities of this position are focused on creating and managing the processes and people necessary to bring about the most timely and cost effective support delivery solutions for our customers.
  • Lead and ensure the safe and ethical process performance of complaint management in accordance with FDA regulation.




  • Bachelor’s Degree or equivalent combination of education/training and relevant healthcare IT experience. 




  • Minimum of 10 years in technical customer support experience.
  • Experience managing healthcare IT support services organization REQUIRED


Specific skills:


  • Profit & Loss management capabilities.
  • Masteries should include service business plan creation and goal setting. Well developed verbal and written communication skills as well as organizational skills.
  • Broad technical working knowledge in general electronics, computers, local and wide area networking.
  • The incumbent will demonstrate leadership skills, mastery of motivational techniques and communication skills. Team building and good people skills are essential.
  • This position requires the individual to have the ability to organize, plan and be stimulated by a constantly changing environment.


We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and  committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!

Learn more about Agfa HealthCare and follow us on Twitter.

Agfa HealthCare Corporation is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

Nearest Major Market: Atlanta

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