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Applications Specialist Ireland

Date:  May 26, 2021
Location: 

home based, IE

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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