Customer Support Lead (Radiographer PACS / RIS)

Customer Support Lead (Radiographer PACS / RIS)

Primarily 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.

Our successful Customer Support Lead will

• 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).

What you bring to the table:
 

BSc or DCR trained Radiographer with PACS/RIS Administrative experience in a clinical setting

General

• Minimum 3 years of experience providing clinical support to clients with a complex software environment (within healthcare).
• Experience of working within an ITIL disciplined environment

Clinical

• Excellent knowledge of workflow within a hospital / clinical environment
• PACS/RIS System Administration experience
• Minimum three years of training experience working with RIS, PACS. Agfa systems experience is a plus.
• Knowledge of ITIL (preferred)

Location: Homebased, with client visits in UK, Ireland, Nordics

What we can offer you 

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package. So are you ready to shape (y)our future?