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Technical Specialist Customer Support Lead

Date:  Sep 3, 2021

Leeds, GB

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.  From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.



Technical Specialist Customer Support Lead


Agfa HealthCare is looking for a Technical Specialist Customer Support Lead. In this role you will be responsible for on-site customer facing support to Agfa HealthCare customer sites across the full Agfa provided IT product range (PACS / RIS). Utilizing one’s technical knowledge to maintain the sites system compliance to fully meet the service contract and customer satisfaction expectations. This includes the reporting on contractual requirements (SLA / System Capacity) and upsell management aspects. It is essential to build a strong relationship with customers, take site ownership and manage site incidents to conclusion.


As a Technical Specialist Customer Support Lead you are responsible for:


  • Maintaining and developing customer service relationship.
  • Attending regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.
  • Ownership of site cases, troubleshooting issues through to resolution.
  • Liaise with other vendors and suppliers in maintaining services and resolving potential customer issues.
  • Attending all relevant meetings with customer to review SLA penalties, capacity reports, EOSL including contractual meetings defined within the contract.
  • Responsible for implementation and maintenance for site compliance, security and capacity planning.
  • Drive revenue growth through additional service requests working closely with customers to deliver optimal service.
  • Driving good customer Administration practices within IT and the Imaging department
  • Creation and delivery of Change requests following defined change process, including technical review and approvals.
  • Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites (as either primary or secondary contact).


What you bring to the table:

  • Degree in in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience
  • Minimum 3-4 years of experience providing technical / clinical support to clients with a complex software environment (within healthcare).
  • Experience of working within an ITIL disciplined environment
  • Knowledge of networking and operating systems including Linux and Windows as well as experience with VMware.
  • Knowledge of DICOM, HL7 and hospital workflows (preferred)
  • Experienced with databases (SQL/Oracle and storage solutions) (preferred)
  • Knowledge of ITIL (preferred)
  • Strong interpersonal skills and customer service focus
  • Excellent communication skills (verbal and written)
  • Positive attitude, proactive, self-starter, both action and results oriented
  • Well-developed analytical, diagnostic, and problem resolution skills
  • A strong team player, maintaining a high level of quality in a challenging environment
  • Continuous learning orientation; keeping aware of new and emerging technologies 



Location: Leeds, UK


What we can offer you 

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package. So are you ready to shape (y)our future?


About us

Agfa HealthCare headquartered in Mortsel, Belgium is present in one hospital out of two and is a leading provider of eHealth & Digital Imaging solutions. The company provides digital technology and IT solutions to meet the needs of clinicians & hospitals around the globe. The company is also a key provider of healthcare information solutions, integrating the administrative, financial and clinical workflows of hospitals. Care organizations in over 40 countries rely on Agfa HealthCare and our 3000 colleagues to optimize their efficiency and improve patient care.

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 Instagram.  


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