Field Service Engineer
As our Field Service Engineer you are responsible for properly managing customers in assigned territory by providing the remote and on-site hardware and software maintenance of Agfa HealthCare products together with implementation activities for ongoing projects.
Major responsibilities are to drive 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.
As your Field Service Engineer you are responsible for :
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.
Developing solutions for technical problems by interfacing with hospital systems IT systems administrators, end user personnel and outside vendors and support teams.
Insuring maximum uptime, performance, and efficiency of all Agfa systems.
Installing software, hardware and executes performance analysis as needed.
Defining 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.
Documenting all service activities on a daily basis and maintains customer issues lists.
Negotiating satisfactory resolution to end-users at multiple levels (technicians, radiologists, physicists, and all levels of management).
Developing 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).
Unrolling, maintaining, and repairing IT products, such as PCs, working stations, printers, terminals, and corresponding hardware.
What you bring to the table :
Engineer degree or in a technology field or an equivalent combination of education and relevant healthcare IT experience.
1 or more years previous work experience in a technical customer support role working with mission critical IT systems.
PACS, RIS is highly desired.
Experience with and understanding of HL7 and DICOM.
Knowledge of networking and operating systems (Linux and Windows), databases (Oracle and SQL), remote connectivity, security and digital medical image processing.
Previous knowledge of Agfa software is a plus or similar industry PACS, RIS or EI8, hospital workflow 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 Latam, US, Canada and Europe.
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