Field Service Engineer - VA

AGFA•Remote, OR

18d•Remote

About The Position

The Agfa-Gevaert Group develops, produces, and distributes imaging systems and IT solutions for the printing industry, healthcare sector, and specific industrial applications. Agfa Radiology Solutions is a global provider of advanced imaging and healthcare IT solutions, specializing in digital radiography and medical imaging systems. They supply digital X-ray systems, imaging software, and integrated radiology solutions to hospitals and healthcare facilities, focusing on innovation and patient care to enhance diagnostic workflows and improve clinical outcomes. The company is part of the Agfa-Gevaert Group. We are seeking a Field Service Engineer to manage assigned customer locations by providing on-site support and maintenance for Agfa DR/ imaging products. The role focuses on driving customer satisfaction through the maintenance of Agfa DR support and x-ray room/imaging services, and consistently seeking methods to improve systems and processes.

Requirements

Bachelor’s Degree in a technology field
5 or more years of previous direct field work experience in a technical customer support role working with traditional x-ray rooms, digital x-ray equipment and rooms, and computed radiography (CR) systems.
Experiences with electronic and electromechanical systems are also required.
Expert knowledge of DR support and x-ray room experiences networking and operating systems (UNIX and Windows), databases (Oracle and SQL), 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.
Must be eligible to apply for customer-initiated security clearances such as the US National Agency Check (NAC).

Nice To Haves

MCSE, Network +, and CIIP Certifications are also a plus.
Highly desired 2 to 3 years’ experience in an expert or specialist level role with x-ray technology.
Some PACS, RIS and EMR experience is desired.

Responsibilities

Manage all AGFA imaging equipment in assigned territory, including troubleshooting, repair, preventative maintenance, and execution of field service bulletins.
Assist peer Field Service Engineers (FSE) out of territory when needed and workload permits.
Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality, and design issues to the US DR product team.
Work directly with Project Management and Installation Team to plan, execute, and validate installations within the assigned territory.
Work with sales in identifying DR prospects and provide technical support during pre and post-sales activities.
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 installation, remedial, and preventive maintenance of Agfa DR support and x-ray room equipment and other OEM products trained on.
Review DR / IMAGING equipment operational function with the customer to meet training obligations during installations.
Provide immediate response and prompt resolution to hardware and software problems to ensure customer uptime and satisfaction.
Develop DR / x-ray room solutions for technical problems by interfacing with hospital systems IT systems administrators, end-user personnel, and outside vendors and support teams.
Ensure maximum DR / IMAGING uptime, performance, and efficiency of all Agfa systems.
Install software, hardware, and execute performance analysis as needed for DR and imaging.
Define DR / IMAGING problems, verify defects in the system, and then apply fixes, circumventions, or other probable reconciliatory techniques.
Initiate and follow all DR / IMAGING escalation processes and keep the customer and management informed about the status of escalations.