Field Service Engineer Job Details | AGFA

Agfa Radiology Solutions provides on-site support and maintenance for Agfa digital radiography and imaging products. The Field Service Engineer manages customer equipment and service needs, troubleshoots and repairs systems, supports installations, and works with customers and internal teams to improve service and satisfaction.

Responsibilities:

• You will be responsible for properly managing a single assigned customer at one or many locations by providing the on-site support and maintenance of Agfa DR/ imaging products
• Major responsibilities are to drive customer satisfaction through the maintenance of Agfa DR support and x-ray room/ imaging services offerings to the customer
• Consistently seek, suggest and implement methods to improve systems and processes within the organization
• Manage all AGFA imaging equipment in assigned territory. To include timely troubleshooting and repair, preventative maintenance and execution of field service bulletins
• Assist peer Field Service Engineers (FSE) out of territory when needed and work load permits
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality and design issues back to US DR product team
• Work directly with Project Management and Installation Team to plan, execute and validate installations within assigned territory
• Work with sales in identifying DR prospects and provide technical support during pre and post sales activity. 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)
• Installation, remedial and preventive maintenance of Agfa DR support and x-ray room experiences and other OEM products trained on
• Review of DR / IMAGING equipment operational function with the customer to meet training obligations during installations
• Perform DR / IMAGING and x-ray room experience is required. Provides immediate response and prompt resolution to hardware and software problems to ensure customer uptime and satisfaction
• Develops 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
• Insures maximum DR / IMAGING uptime, performance and efficiency of all Agfa systems
• Installs software, hardware and executes performance analysis as needed for DR and imaging
• Defines DR / IMAGING problems, verifies defects in system, then applies fix, circumvention, or other probable reconciliatory techniques
• Escalations: Initiate and follow all issues DR / IMAGING escalation processes and to keep the customer and management informed as to the status of the escalation
• Assist the Installation Team with customer system installations, upgrades, and implementation activities as business needs dictate, ensuring successful project execution and customer satisfaction

Requirements:

• 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
• Experienced in networking & operating systems
• 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 apply for customer initiated security clearances such as the US National Agency Check (NAC)
• Bachelor's Degree or an equivalent experience in a technology field
• MCSE, Network +, and CIIP Certifications
• Highly desired 2 to 3 years' experience in an expert or specialist level role with x-ray technology
• Some PACS, RIS and EMR experience
• Experience with and understanding of DR support and x-ray room experience