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IITS (Imaging IT Solutions) Monitoring Specialist

Date: Oct 31, 2018

Location: Waterloo, ON, CA

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.

 

Agfa HealthCare has an immediate opening for a Monitoring Specialist for the Imaging IT Solutions (IITS) team in Waterloo, Canada.

 

The IITS Monitoring Team has offices located in North America and Europe and cooperates with regional support teams worldwide.

The IITS Monitoring Specialist provides proactive customer support with the main objective to maintain customer system’s up-time and prevent system/service outages. The position holder troubleshoots, documents and resolves customer monitoring tickets and communicates with involved parties.

 

Flexible working hours are necessary. Staggered shifts and/or on-call schedules are required to fulfil 24x7 coverage and carry out continuous service levels.

 

The IITS Monitoring Specialist reports directly to the IITS Global Support Network (GSN) Manager Americas

 

Major Responsbilities:

 

  • Prioritizes, diagnoses and documents technical details for incoming Monitoring Tickets and provides support to prevent and restore service to the customer environments as quickly as possible.
  • Collects information about customer situation and provides accurate, timely and detailed documentation about all actions taken towards a resolution in accordance with standard After Sales processes.
  • Takes ownership and accountability for all assigned Monitoring Tickets driving towards a resolution within SLA/OLA requirements.
  • Communicates technical issues and customer concerns or issues to support team members to facilitate a timely resolution.
  • Provides and documents Monitoring Framework thresholds for customer systems, tests new features/releases, and provides input for system enhancements.
  • Establishes, builds and improves customer relationships through the After Sales process.
  • Attends Agfa and 3rd party product training and maintains a working knowledge in focus area.
  • Mentors other Monitoring Specialists or regional support specialists. 
  • Based on assignment, shares learning and knowledge activities through various methods for service/support teams.
  • Contributes to Hypercare/DRA/launch activities.

 

Education:

  • Bachelor’s degree in computer science or IT-related field, or equivalent combination of education and experience

 

Experience:

  • 2-5 years previous work experience in a technical customer support or system monitoring role in a healthcare or IT environment

 

Specific skills

  • Customer service skills and orientation, including the demonstrated ability to work constructively with both internal and external customers
  • General knowledge of IT solutions, ideally in a healthcare environment
  • Excellent verbal and written communication skills
  • Interpersonal skills, including the proven ability to network in a global environment, and build relationships with geographically remote personnel
  • Excellent problem-solving ability
  • Fluent in written and spoken English. Additional language skills are an asset.
  • Experience with ITIL Incident Management is an asset.
  • Proven time management, organization and prioritization skills
  • Previous mentoring and teaching/training experience is an asset

 

 

 

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!

Agfa Inc. is committed to complying with the Accessibility for Ontarians with Disabilities Act 2005 (AODA) and all of its standards in order to create a barrier-free Ontario.  We will provide necessary accommodation during the recruitment and selection process to all applicants. If you require accommodation, please reach out to Human Resources.

Learn more about Agfa HealthCare and follow us on Twitter.


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