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Field Service Engineer

Date: Jan 22, 2019

Location: Singapore, SG, 486596

Company: Agfa-Gevaert NV

Agfa HealthCare, a part of the Agfa-Gevaert Group, is a leading provider of integrated IT solutions and state-of-the-art diagnostic imaging for hospitals and other healthcare centers. Over the decades, Agfa HealthCare has demonstrated its capacity to rise successfully to its customers' technological challenges, and to guide them in their transition from analogue to digital IT solutions. Today, Agfa HealthCare is a global Imaging Informatics leader. We are also a pioneer in the e-health area, with solutions linking thousands of general practitioners to healthcare providers. With approximately 3.000 employees and operations in 30 countries, we serve customers and care organizations to optimize their efficiency and improve patient care.

 

Job Summary

This position provides support requirements to the HealthCare Service Division. Includes installation, repair, servicing, liaising and maintenance of equipment in accordance with the manufacturer’s specifications to ensure achievement of customer satisfaction and Healthcare revenue. The position will perform after hours support and be available for 24 x7 roster duties in accordance with Agfa HealthCare Engineer Remuneration Policy when required and participate as a member of the Regional Service Engineer pool to support all products and solutions. Responsible for properly managing the accounts assigned as either primary or secondary engineer, participate in regional product team as a technical lead in assigned area.

 

Key relationships

  • National and Regional Services Managers and Cuntry Team Leader
  • Other Field Service Engineers, Applications Specialists & Sales in relation to problem solving
  • Country Service Solution team members
  • Helpdesk & GSC in regard to spare parts and calls management Customers in relation to customer satisfaction and service excellence

What success will look like in 2 years (performance measures):

  • Initiating escalation procedures and following through on all open calls to customer satisfaction on allocated sites (as either primary or secondary engineer). Ensuring customer is well informed as to the status of the escalation or resolution
  • Ensure OH&S policies are adhered to and that a safe working environment is provided for all parties during support activities.
  • Promote   the   benefits   of   comprehensive service   contracts   to customers and identify opportunities for new business through promotion of products and services. Ensure SLAs are met and exceeded.
  • Be professional in liaison with the customer and identify opportunities to improve customer relationship and knowledge of equipment and environment. Identify opportunities to increase familiarity and knowledge of equipment and liaise with fellow engineers in providing and receiving support and sharing expertise whilst performing investigation tasks.
  • Document service calls, expenses and time reports daily and submit to Helpdesk on a weekly basis.
  • Maintain security policies in the controlling of Agfa HealthCare Software.
  • Ensure technical competencies and knowledge is maintained.
  • Ensure that company quality assurance and work instructions are understood and followed. Identify opportunities for improvement in both QA & Business Processes and report to your manager, including escalation of problems that detract from the quality of service offered.

 

Required qualifications & competencies

  • Tertiary qualifications in Engineering, Computer Science and/or IT or at least 5 years of relevant work experience
  • Minimum of 2 years in a technical service type role
  • Valid Hong Kong Driver’s License
  • Strong interpersonal skills and customer service focus
  • Excellent communication skills (verbal and written)
  • Positive attitude, proactive, self-starter, action and results oriented Continuous learning orientation; keeps abreast of new and emerging technologies and markets
  • IT skills in MS Windows, SUN/UNIX, JBoss, VMware, and network environments. IT skills in the HL7, DICOM or other messaging environment.
  • Sound fault finding techniques
  • Well-developed analytical, diagnostic and problem resolution skills

 

We offer

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.


Job Segment: Maintenance, Engineer, Patient Care, Computer Science, QA, Manufacturing, Engineering, Healthcare, Technology, Quality

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