Applications Specialist Ireland

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