Field Service Team Lead

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 Solutions 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 Solutions 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.

Position Overview:

We are looking for a Field Service Team Lead to join our service team. You will be responsible for a team of field technicians responsible for properly managing DR customers in assigned territory by providing remote and on-site hardware and software maintenance of Agfa imaging products.  Oversee proper execution of all field activities and escalate to Director as required.  Responsible for overseeing and managing all administrative activities for assigned team to contribute to the Regional KPI goals.  Mentor and drive your team’s success by driving corporate initiatives and utilizing planning tools during the yearly review process.  Drive safety initiatives and work with the Safety team to identify and document any incidents or recommendations to keep your team safe in the workplace.

Major responsibilities are to drive customer satisfaction and to actively promote and support all Agfa DR support and x-ray room / Imaging services offerings to the customer.  Consistently seek, suggest and implement methods to improve systems and processes within the organization.

Location:

• Orlando, FL 

What You'll Do:

• Manage all AGFA imaging equipment in assigned territory. To include timely troubleshooting and repair, preventative maintenance, and execution of field service bulletins
• Assist local field service team in carrying out their duties.  Provide guidance and direction to assist in timely completion and escalation of assigned work orders.   
• Work directly with DR Product team to define better installation practices and processes.
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality and design issues back to US DR product team.
• Actively mentors and advises market personnel on DR technical job responsibilities and promote Regional and corporate initiatives and plans.
• Work directly with Project Management on Regional Installations to assure successful DR implementations.
• Act as lead in the Market to address all DR escalations.  Work directly with the DR product team to resolve these issues in a timely manner to drive customer satisfaction with the DR product line.
• Act as Market lead to work with sales in identifying DR prospects and provide technical support during pre and post sales activity.  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).
• Perform DR / IMAGING and x-ray room experience is required.  Provides immediate response and prompt resolution to hardware and software problems to ensure customer uptime and satisfaction. 
• Insures maximum DR / IMAGING uptime, performance, and efficiency of all Agfa systems.
• Escalations: Initiate and follow all issues DR / IMAGING escalation processes and to keep the customer and management informed as to the status of the escalation.
• Document all DR / IMAGING 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). DR / IMAGING

Who You Are:

• Bachelor’s degree in a technology field or an equivalent combination of education and relevant Healthcare Imaging experience.  Management or supervisory experience in a Field Service environment a plus.
• 10 or more years of previous direct field work experience in a technical customer support role working with traditional x-ray rooms and digital x-ray equipment and rooms.  Highly desired 2 to 3 years experience in a Digital Radiology Field Service  supervisory or management role.
• Expert knowledge of DR support and x-ray room experiences networking and operating systems (UNIX and Windows), remote connectivity, security and digital medical image processing.
• Previous DR support and x-ray room experiences knowledge of Agfa software or similar industry 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.
• 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 DR support and x-ray room experience.
• Management or supervisory experience in a Field Service environment.

(Agfa) 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.