Field Service Engineer

Agfa HealthCare, a member of the Agfa-Gevaert Group, is a leading global provider of diagnostic imaging and  healthcare IT solutions. The company has nearly a century of healthcare experience and has been a pioneer on the healthcare IT market since the early 1990's. Today, Agfa HealthCare designs, develops and delivers state-of-the-art systems for capturing, managing and processing diagnostic images and clinical/administrative information for hospitals and healthcare facilities, as well as contrast media solutions to enable effective medical imaging results. The company has sales offices and agents in over 100 markets worldwide.

Field Service Engineer is responsible for properly managing customers in assigned territory by providing the remote and on-site hardware and software maintenance of Agfa HealthCare products together with implementation activities for ongoing projects. Major responsibilities are to drive customer satisfaction and to actively promote and support all Agfa services offerings to the customer.  Consistently seek, suggest and implement methods to improve systems and processes within the organization.

 Job Duties & Accountabilities: 

• Installation, remedial and preventive maintenance of Agfa and other OEM products trained on.
• Strong Healthcare Integration knowledge and global standards like HL7, Dicom, IHE, etc.
• Programming skills are a requirement.
• Global hardware and virtualization skills are a requirement.
• Review of basic equipment operational function with the customer to meet training obligations during installations.
• Perform system administration as required.  Provides immediate response and prompt resolution to hardware and software problems to ensure customer uptime and satisfaction. 
• Develops solutions for technical problems by interfacing with hospital systems IT systems administrators, end user personnel and outside vendors and support teams.
• Insures maximum uptime, performance and efficiency of all Agfa systems.
• Installs software, hardware and executes performance analysis as needed. 
• Defines problems, verifies defects in system, then applies fix, circumvention, or other probable reconciliatory techniques.
• Escalations: Initiate and follow all issues escalation processes and to keep the customer and management informed as to the status of the escalation.
• Document all service activities on a daily basis and maintains customer issues lists.
• Negotiate satisfactory resolution to end-users at multiple levels (technicians, radiologists, physicists, and all levels of management).
• Develop a close working relationship with the customer to provide assistance and guidance towards developing an action plan for additional AGFA sales (Service Maintenance Agreements, Upgrades, Professional Services, or new equipment).
• Responsible for unrolling, maintaining, and repairing IT products, such as PCs, working stations, printers, terminals, and corresponding hardware.
• May be involved in upgrading existing systems and providing routine maintenance
• All tasks are expected to be executed in accordance with quality standards and technical procedures, leading to a high degree of client satisfaction.
• Typically requires relevant technical education on an intermediate vocational level and one year of relevant experience.
• Accountability for timely handling of issues, according to Agfa HE best practice procedures.
• Accountability for the appliance of best practice processes and procedures.
• Accountability for customer satisfaction on project implementation/support and issue handling.
• Accountability for being knowledgeable and up-to-date on latest Agfa HE products & solutions.
• Accountability for communicating required features.
• Accountability for meeting customer requirements within the scope of the SLA.
• Accountability for communicating required functions, competitive functions, products and market tendencies in order to develop Agfa HE products.

Education: 

• Engineer degree or in a technology field or an equivalent combination of education and relevant healthcare IT experience.

Experience: 

• 2 or more years previous work experience in a technical customer support role working with mission critical IT systems. PACS, RIS is highly desired.

Specific Skills:

• Knowledge of networking and operating systems (Linux and Windows), databases (Oracle and SQL), remote connectivity, security and digital medical image processing.
• Previous knowledge of Agfa software or similar industry PACS, RIS or EI8, hospital workflow and a demonstrated capability to learn cutting edge new technologies.
• Excellent computer skills including MS Office, Lotus Notes and Internet based knowledge management systems.
• Excellent oral, written and interpersonal communications skills.
• Proven organizational and time management skills.
• Demonstrated experience adapting to change and managing priorities.
• Strong customer service skills in interacting with both internal and external customers.
• Excellent understanding of the technical services business, product launch process and healthcare environment.
• Must be eligible to travel overnight both within the Latam, US, Canada and Europe.
• Experience with and understanding of HL7 and DICOM.
• Ability to travel 30% to 75%, depending upon geographic location and business needs.
• Install and modify Agfa and 3rd party products.
• Troubleshoot Agfa and 3rd party products, also repair and replace on-site and remotely.
• Assist R&D and HQ in problem solving and risk analysis.

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.

If you want to be part of this experience, we'll take you there!

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