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 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.

Esta posição realiza serviços técnicos e suporte diário em sistemas de Raio-X Agfa (DRs, CRs e impressoras) para clientes finais e equipe interna. Com foco em sistemas DR. O Engenheiro de Campo deve reparar e corrigir, instalar/configurar, treinar o cliente e encaminhar, quando necessário, problemas para o suporte de 2º e 3º níveis. Auxiliar clientes internos e externos, como usuários, freelancers, colegas de todas as áreas de negócios, de forma presencial ou remota na resolução de problemas técnicos, identificando oportunidades de upselling de Serviçose. Produtos Agfa e repassar estas oportunidades para a equipe de vendas, conforme necessário, contribuindo para o crescimento dos negócios. objetivo desta posição é consolidar uma equipe de serviço local sólida para melhorar a satisfação do cliente.

This position provides technical services and day-to-day support on Agfa X-ray systems (DRs, CRs and printers) for end customers and internal staff. With a focus on DR systems.

The Field Engineer is expected to repair and fix, install/configure, train the customer and escalate issues to 2nd and 3rd level support when necessary.

Assist internal and external customers, such as users, freelancers, colleagues from all business areas, in person or remotely in resolving technical issues, identifying opportunities for upselling Agfa Services and Products and passing these opportunities on to the sales team as needed, contributing to business growth.

The objective of this position is to build a strong local service team to improve customer satisfaction.

Location:

• Remote: Sao Paulo, Brazil

What You'll Do:

• Provide technical support by phone, remote and on-site to Agfa customers, Field Engineers, Sales and Implementation Team.
• Manage escalations, complaints to Tier 2 and development, and act as a point of contact for higher-level support teams.
• Contribute to resolution of escalated cases and Support Regional Service Management by handling Critical Account Calls.
• Attend and deliver AGFA product training, courses on underlying technologies and maintain an expert working knowledge of target products and solutions.
• Utilize CRM software for call logging and tracking.
• Document troubleshooting and resolution steps in a product knowledge database to ensure that issues and solutions are communicated to all necessary service organizations (ASSM Knowledge Base).
• Provide support for Regional Launch discussions on Service/Support readiness of your product specialties as needed.
• Provide knowledge transfer and possibly technical training and contribute to knowledge articles, including service/support tips.
• Experience with information systems in a hospital environment is a plus.
• Must be available to travel.
• Prepare and train to develop expertise in systems networking and network troubleshooting, assist with Service Support network connectivity issues.
• Atuar no suporte técnico telefônico, remoto e presencial aos clientes da Agfa, Engenheiros de Campo, Equipe de
• Vendas e Implementação.
• Gerenciar escalonamentos, reclamações para o Nível 2 e desenvolvimento, e atuar como ponto de contato para equipes de suporte de nível superior.
• Contribuir para solução de casos escalados e Suporte à Gerência de Serviços Regionais, atendendo Chamadas de Contas Críticas.
• Participar e ministrar treinamentos de produtos da AGFA, cursos sobre tecnologias subjacentes e manter um conhecimento prático especializado dos produtos e soluções alvos.
• Utilizar o software de CRM para registro e rastreamento de chamadas.
• Documentar as etapas de solução e resolução em um banco de dados de conhecimento do produto para garantir queos problemas e soluções sejam comunicados a todas as organizações de serviço necessárias (Base de Conhecimento
• ASSM).
• Fornecer suporte para as discussões de Lançamento Regional sobre a prontidão de Serviço/Suporte das
• especialidades do seu produto, conforme necessário.
• Fornecer transferência de conhecimento e, possivelmente, treinamento técnico e contribuir com artigos deconhecimento, incluindo dicas de serviço/suporte.
• Experiência com sistemas de informação em ambiente hospitalar será um diferencial.
• Deve ter disponibilidade para viagens.
• Preparar e treinar para desenvolver experiência em redes de sistemas e solução de problemas de rede, auxiliar emproblemas de conectividade de rede do Suporte de Serviço.

Who You Are:

• Graduação em Engenharia mecânica, eletrônica e similares
• 05 anos de experiência na área hospitalar-equipamentos (Imaging & Radiology Sector)
• Forte foco no cliente com excelentes habilidades de interação e comunicação.
• Técnicas analíticas de resolução de problemas
• Capaz de pensar criticamente.
• Habilidades de priorização.
• Habilidades em gestão do tempo
• Boa capacidade de escuta

• Degree in Mechanical, Electronic and similar Engineering
• 05 years of experience in the hospital-equipment sector (Imaging & Radiology Sector)
• Strong customer focus with excellent interaction and communication skills.
• Analytical problem-solving techniques
• Able to think critically.
• Prioritization skills.
• Time management skills
• Good listening skills

(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.