Field Service Engineer

AGFA • New York, NY

8d • Onsite

About The Position

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

Requirements

• 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.

Responsibilities

• 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.

Benefits

• Competitive salary and benefit package.
• Career development and growth.
• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Vacation entitlement
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level