Field Service Engineer

Field Service Engineer

We are looking for a Field Service Engineer to join our team. You will be 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.

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. 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.

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.