Field Service Engineer

The Agfa-Gevaert Group develops, produces and distributes an extensive range of imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications.

Agfa Radiology is a leading global provider of advanced imaging and healthcare IT solutions, specializing in digital radiography and medical imaging systems. The company develops and supplies high-quality products for hospitals and healthcare facilities, including digital X-ray systems, imaging software, and integrated radiology solutions. With a strong focus on innovation and patient care, Agfa Radiology enhances diagnostic workflows and enables improved clinical outcomes through its cutting-edge technology and services. The company is part of the broader Agfa-Gevaert Group, which has a long-standing reputation in imaging and information technology across various industries.

We are looking for a Field Service Engineer to join our team. You will be responsible for responsible for properly managing customers in assigned territory by providing the remote and on-site hardware and software maintenance of Agfa Imaging products.  You will be responsible for driving 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.

What You'll Do:

• Installation, remedial and preventive maintenance of Agfa and other OEM products trained on.
• 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).
• Assist the Installation Team with customer system installations, upgrades, and implementation activities as business needs dictate, ensuring successful project execution and customer satisfaction.

What You'll Bring:

• Bachelors degree or in a technology field or an equivalent combination of education and relevant healthcare Imaging experience.
• 5 or more years previous work experience in a technical customer support role working with mission critical Imaging systems. DR Imaging experience is highly desired.  Experiences with electronic and electromechanical systems are also required.
• Expert knowledge of digital medical image processing.
• Previous knowledge of Agfa software or similar industry PACS
• 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.
• Previous experience working in a global environment (networking and building relationships with individuals in remote locations and virtual teams).
• Excellent understanding of the technical services business, product launch process and healthcare environment.
• Must be eligible to travel overnight both within the US and Canada.
• Experience with and understanding of HL7 and DICOM.
• Must be eligible to apply for customer initiated security clearances such as the US National Agency Check (NAC).
• Ability to travel 60% to 75%, depending upon geographic location and business needs.

Our Values:

• Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)
• Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
• Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

At Agfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great. 

Compensation: At Agfa HealthCare, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.