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Service Account Manager

Date: Mar 18, 2019

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 an experienced Service Account Manager, to join its team in Waterloo, Ontario.


Major Responsibilities:

  • Play a leadership role and assist other leaders in entrenching a service oriented culture
  • Plan, organize and facilitate recurring Service Reviews for customers.
  • Establish external and internal customer expectations, along with managing and reporting on successes in meeting expectations and opportunities for improvement.
  • Interface with key service management processes and ensure that the customer’s expectations are well known and managed within processes such as incident management, problem management, configuration management and change management.
  • Establish and maintain strong working relationships with Senior Sponsors, Department Heads, Process Owners.
  • Create and maintain the Catalogue of Services to clearly articulate and document expectations
  • Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the organization.  Minimum annual review to confirm SLM structure is on point and applicable for the business over predefined time period.
  • Establish a Service Review process including, but not limited to, planning, organizing and facilitating recurring meetings.  Meetings supported by Agendas and Minutes to be distributed through internal and external organizations
  • Analyze, review and report performance results against the criteria established in SLAs and OLAs – Data Metrics
  • Communication of Service Case Dashboard and Analytics


Purpose and Objective:

  • Define, document, agree, monitor, measure, report and review the level of IT services provided and instigate corrective measures whenever appropriate
  • Provide and improve the relationship and communication with the business and customers in conjunction with Business Relationship Management
  • Ensure that specific and measurable targets are developed for all IT and Imaging services
  • Monitor and improve customer satisfaction with the quality of service delivered
  • Ensure all parties understand the level of service to be delivered
  • Ensure that appropriate measures to improve service quality are implemented



  • The position requires a minimum of a Bachelor’s Degree or equivalent experience and a minimum of 3 years in technical customer interface experience.



  • 5 years Healthcare experience


Specific skills:

  • Ability to achieve results, negotiate effectively, and communicate confidently with a wide range of people at all levels of business.
  • Innovative leader with capability to build and maintain robust relationships
  • Broad technical working knowledge in general electronics, computers, local and wide area networking, electro-mechanical and photo technical is required.
  • Knowledge of Healthcare industry required. Understand the healthcare marketplace relative to industry trends that impact top notch customer service methodologies.
  • Ability to work independently and prioritize work to meet client needs.
  • Strong team orientation, commitment to sales, operations functions and customer service with a strong desire to succeed.
  • Ability to prioritize opportunities and issues as well as raise to executive team as appropriate
  • Excellent verbal and written communication, presentation and negotiation skills required internally and externally with multiple levels including executive management.
  • Understanding of Finance, Sales, Contract and Service Delivery and Operations, including understanding of IT and imaging equipment based business models.
  • PC skills; Microsoft Office, Email, and Internet.
  • Ability to gain trust and loyalty of the customer, retain the account, and develop strategic relationships with clients, consultants, and other related partners.
  • Contract Negotiation Skills and Conflict Resolution/Management.
  • Presentation skills.





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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