Field Service Engineer

Major responsibilities

• Manage all AGFA imaging equipment in assigned territory.
• To include timely troubleshooting and repair, preventative maintenance and execution of field service bulletins.
• Aid 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.
• 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.
• Escalates: Initiate and follow all issues DR / IMAGING escalation processes and to keep the customer and management informed as to the status of the escalation.

Qualifications

• Bachelor’s Degree in a technology field
• MCSE, Network +, and CIIP Certifications are also a plus
• 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
• 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
• 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)