Field Service Engineer - MA

About the role

Agfa-Gevaert Group develops, produces and distributes imaging systems and IT solutions for printing, healthcare and industrial applications. Agfa Radiology Solutions is a leading global provider of advanced imaging and healthcare IT solutions, specializing in digital radiography and medical imaging systems for hospitals and healthcare facilities. The Field Service Engineer will manage a single assigned customer at one or many locations, providing on‑site support and maintenance of Agfa DR/imaging products, driving customer satisfaction, improving systems and processes, and working remotely with a base in Boston, MA.

Responsibilities

• Manage all AGFA imaging equipment in assigned territory: timely troubleshooting and repair, preventative maintenance, execution of field service bulletins.
• Assist peer Field Service Engineers out of territory when workload permits.
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality and design issues to the US DR product team.
• Work with Project Management and Installation Team to plan, execute and validate installations within territory.
• Collaborate with sales to identify DR prospects and provide technical support during pre‑ and post‑sales activity.
• Develop close working relationships with customers to create action plans for additional AGFA sales (service maintenance agreements, upgrades, professional services, new equipment).
• Perform installation, remedial and preventive maintenance of Agfa DR support, x‑ray room experiences and other OEM products trained on.
• Review DR/imaging equipment operational function with customers 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 IT administrators, end‑user personnel and outside vendors.
• 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, apply fixes, workarounds or other reconciliatory techniques.
• Initiate and follow all DR/imaging escalation processes, keeping customer and management informed of status.

Requirements

• Bachelor’s Degree or equivalent experience in a technology field (preferred).
• 5+ years of direct field work experience in technical customer support with traditional x‑ray rooms, digital x‑ray equipment/rooms, and computed radiography (CR) systems.
• 2‑3 years’ experience at an expert/specialist level with x‑ray technology (highly desired).
• Some PACS, RIS and EMR experience desired.
• Experience with electronic and electromechanical systems.
• Experienced in networking and operating systems.
• Knowledge of Agfa software or similar industry and ability to learn cutting‑edge technologies.
• Must be eligible to travel overnight within the US and Canada.
• Must be eligible to apply for customer‑initiated security clearances such as the US National Agency Check (NAC).

Skills

• MCSE, Network+, and CIIP certifications are a plus.
• Excellent computer skills including MS Office, Lotus Notes and Internet‑based knowledge management systems.
• Excellent oral, written and interpersonal communication skills.
• Proven organizational and time‑management skills.
• Demonstrated experience adapting to change and managing priorities.
• Strong customer service skills with internal and external customers.
• Previous experience working in a global environment, building relationships with remote/virtual teams.
• Excellent understanding of the technical services business, product launch process and healthcare environment.

Benefits

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth opportunities.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and