Applications Specialist Ireland
Date: Jan 7, 2021
Location: home based, IE
Company: Agfa-Gevaert NV
Agfa HealthCare is looking for a talented Applications Specialist to join our team. The Application Specialist is 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 clinical 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.
This position is field based in the Ireland South Region. Travel and on-site work at various customer locations is required. Main costumer sites are in the Cork area.
Responsibilities:
- Maintain and develop 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.
- Attend 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).
Qualifications:
- Minimum 2 years of experience providing support to clients with a complex software environment (within healthcare).
- Experience of working within an ITIL disciplined environment
- Solid technology expertise in PACS medical radiology
- Working knowledge of DICOM and HL7 protocols and interactions
- Thorough understanding of radiology clinical applications
- Excellent organizational skills & self-discipline to work with limited supervision
- Strong team building skills
- Strong analytical, problem solving and organizational skills
- Knowledge of workflows within a hospital/clinical environment
- Focused on customer satisfaction
- Excellent oral and written communication skills
Education:
- You are a trained Radiographer or/and experience as a PACS / RIS System Administrator
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Medical, Radiology, Developer, Radiographer, Healthcare, Technology