Clinical Support Specialist RIS / PACS (French speaking)

Clinical Support Specialist (French speaking)

Location:  Home based, Belgium

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care with locally based teams. For the region Northern Europe (Belgium, Netherlands, Luxemburg, UK, Ireland, Nordics) Agfa HealthCare is currently looking for a Clinical Support Specialist. Ideally based geographically central to the region of responsibility.

Our focus is 100% on providing best-of-suite Enterprise Imaging solutions (PACS/RIS) that enable secure, effective, and sustainable imaging data management, to improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge, and our strategic guidance to help customers to achieve their clinical, operational, and business strategies.

The Clinical Support Specialist executes on-site and remote customer facing support, across the Agfa provided IT Enterprise Imaging solutions ( PACS / RIS ). It is essential to have a solid clinical /applications knowledge, with basic understanding of technical workflow and activities. Central to the role is to build a strong relationship with the customer base. Site ownership and management of problematic incidents are key to ensure full SLA compliance and customer satisfaction.

Mission Statement  

Improve end user experiences through efficient clinical workflows, maximizing the benefits of Enterprise Imaging whilst ensuring a stable and optimally configured system, with no unplanned outages. 

Job Duties & Accountabilities:

• Develop and maintain customer service relationships
• Executing regular customer site visits, managing active cases as required, and raising any system concerns on site with key customer stakeholders.

• Ownership of site clinical cases on the Agfa solutions, and troubleshooting issues through to resolution.
• Liaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues.
• Attend relevant meetings with the customer base to review clinical use of the system and ensure optimal configuration.
• Drive good customer Administration practices within the Imaging department (Clinical workflow)
• Highlight any customer training issues or customers use of the system to ensure optimal performance of the Agfa provided solution.  

• Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites

• Drive additional service requests working closely with customers to deliver optimal service.
• Supporting Agfa Pre-sales and Business Development Mangers, identifying local practices and influencers to ensure the correct level of engagement.   
• Training the customer on the Administration of the system via Agfa Service Framework tool

Education:

Clinical:

• BSc or DCR trained Radiographer with PACS/RIS Administrative experience in a clinical setting
• Excellent knowledge of workflow within a hospital / clinical environment
• Minimum 3 years of experience providing clinical support to clients with a complex software environment (within healthcare).

Experience:

General

• PACS/RIS System Administration experience
• Minimum of two years of training experience working with RIS, PACS. Agfa systems experience is a plus.
• Knowledge of ITIL (preferred)

Specific Skills:

• Strong interpersonal skills and customer service focus.
• Excellent communication skills in French and English (verbal and written).
• Positive attitude, proactive, self-starter, both action and results oriented.
• Well-developed analytical, diagnostic, and problem resolution skills.
• A strong team player, maintaining a high level of quality in a challenging environment.
• Continuous learning orientation; keeping aware of new and emerging technologies.

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!　

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