Senior Field Support Engineer ( PACS / RIS / Enterprise Imaging )

Senior Field Support Engineer 

Role Overview

The Senior Field Support Engineer is responsible for managing and supporting customers within the assigned territory by delivering remote and on-site hardware and software support, as well as participating in system implementation and ongoing project activities for Agfa HealthCare solutions.

This role provides day-to-day technical service and support for Agfa and third-party systems, ensuring high system availability, performance, and customer satisfaction. The position plays a key role in promoting Agfa service offerings while continuously improving internal systems, processes, and service quality.

Key Responsibilities

• Perform installation, corrective, and preventive maintenance for Agfa and trained OEM products
• Deliver remote and onsite technical support to ensure maximum system uptime
• Strong knowledge of healthcare integration standards (HL7, DICOM, IHE)
• Apply hardware, storage, virtualization, and system administration skills
• Diagnose, troubleshoot, and resolve complex hardware and software issues
• Interface with hospital IT teams, system administrators, end users, vendors, and internal support teams
• Execute system upgrades, patches, performance tuning, and routine maintenance
• Analyze system defects and apply fixes, workarounds, or permanent solutions
• Manage technical escalations, ensuring timely communication with customers and management
• Maintain accurate and timely service documentation and issue tracking
• Negotiate satisfactory resolutions with stakeholders at all levels (technicians, radiologists, physicists, and management)
• Ensure compliance with Agfa quality standards, best practices, and technical procedures
• Meet customer requirements in line with SLA commitments
• Stay current on Agfa HealthCare products, solutions, and technologies

Experience

• 5+ years of experience in a technical customer support role
• Proven experience supporting mission-critical IT systems
• Experience with PACS, RIS, and Enterprise Imaging solutions is highly preferred

Required Skills & Competencies

• Strong knowledge of:
• Networking concepts
• Operating systems (Linux & Windows)
• Databases (Oracle, SQL)
• IT security principles
• Experience with Agfa solutions or comparable PACS/RIS/EI platforms
• Excellent analytical, troubleshooting, and problem-solving skills
• Strong verbal, written, and interpersonal communication skills
• Proven time management and organizational skills
• Ability to adapt to change and manage multiple priorities
• Strong customer service orientation with internal and external stakeholders
• Solid understanding of:
• Technical services operations
• Healthcare IT environments
• Product lifecycle and deployment processes
• Willingness to travel 30–50%, depending on business needs.

Location: Riyadh, Kingdom of Saudi Arabia. Flexibity to travel in the Middle East region.