Field Service Engineer

AGFA • Orlando, FL

21h • Remote

About The Position

Agfa Radiology is seeking a Field Service Engineer to provide on-site support and maintenance for Agfa DR and imaging products for assigned customers at one or more locations. The role manages imaging equipment in an assigned territory and supports customer satisfaction through maintenance of Agfa DR, imaging, and X-ray room services. The engineer also identifies and implements improvements to systems and processes.

The position is remote and based in the Orlando, Florida area. It involves troubleshooting and repairing equipment, preventive maintenance, installations, upgrades, software and hardware support, and working with customers, project management, installation teams, sales, hospital IT staff, vendors, and support teams. The engineer helps maximize system uptime and performance, keeps customers and management informed about escalations, and provides feedback to the US DR product team on technology and service issues. Overnight travel within the United States and Canada is required to be eligible for.

Requirements

• At least 5 years of direct field work experience in technical customer support involving traditional X-ray rooms, digital X-ray equipment and rooms, and computed radiography (CR) systems.
• Experience with electronic and electromechanical systems.
• Experience with networking and operating systems.
• Strong customer service skills when interacting with internal and external customers.
• Excellent oral, written, and interpersonal communication skills.
• Proven organizational and time-management skills.
• Ability to adapt to change and manage priorities.
• Understanding of DR support and X-ray room systems and experience supporting them.
• Must be eligible for overnight travel within the United States and Canada.
• Must be eligible to apply for customer-initiated security clearances such as the US National Agency Check (NAC).

Nice To Haves

• Bachelor’s degree or equivalent experience in a technology field.
• MCSE, Network+, or CIIP certifications.
• Two to three years of experience in an expert- or specialist-level role with X-ray technology is highly desired.
• Some PACS, RIS, and EMR experience.
• Knowledge of Agfa software or similar industry systems and demonstrated ability to learn new technologies.
• Excellent computer skills, including MS Office, Lotus Notes, and internet-based knowledge management systems.
• Experience working in a global environment, building relationships with people in remote locations and virtual teams.
• Understanding of the technical services business, product launch process, and healthcare environment.

Responsibilities

• Manage Agfa imaging equipment in the assigned territory, including timely troubleshooting and repair, preventive maintenance, and execution of field service bulletins.
• Assist peer Field Service Engineers outside the assigned territory when needed and workload permits.
• Provide feedback to the US DR product team on technology performance, reliability, serviceability, service quality, and design issues.
• Coordinate with Project Management and the Installation Team to plan, execute, and validate installations in the assigned territory.
• Work with Sales to identify DR prospects and provide technical support during pre-sales and post-sales activity.
• Build customer relationships and guide customers toward action plans for additional Agfa sales, including service maintenance agreements, upgrades, professional services, and new equipment.
• Install, troubleshoot, and maintain Agfa DR, imaging, and X-ray room systems, as well as other OEM products for which trained.
• Review equipment operation with customers to meet training obligations during installations.
• Respond promptly to hardware and software problems to ensure customer uptime and satisfaction.
• Develop technical solutions in collaboration with hospital IT administrators, end users, outside vendors, and support teams.
• Maintain maximum uptime, performance, and efficiency of Agfa systems.
• Install software and hardware and perform performance analysis for DR and imaging systems as needed.
• Define equipment problems, verify system defects, and apply fixes, workarounds, or other corrective techniques.
• Initiate and follow DR and imaging escalation processes, keeping customers and management informed of escalation status.
• Assist the Installation Team with customer installations, upgrades, and implementation activities as business needs dictate.

Benefits

• Competitive salary and benefit package.
• Career development and growth.
• Vacation entitlement and paid time off; further details are provided during the hiring process.
• Variable and commission compensation opportunities for eligible roles.
• Support for physical, emotional, and financial wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed