Field Service Trainer

About the role

The Technical Trainer / Technical Support Specialist will provide knowledge transfer and training with regard to the product line, manage and maintain the Greenville training center equipment, and provide escalated support for AGFA's DR product line to team members and field resources. They will also provide telephone and remote access, consultation, and technical expertise to Agfa customers, Field Engineers, Sales, and Implementation Team. The role involves managing escalations, complaints to Tier 2 and Development, and following through as the point of contact to higher-level support teams. Additionally, they will participate in Regional Launch discussions regarding the Service/Support readiness of their product specialties as required.

Responsibilities

• Provide knowledge transfer and training with regard to the product line.
• Manage and maintain Greenville training center equipment.
• Provide escalated support for AGFA’s DR product line to team members and field resources.
• Provide telephone and remote access, consultation, and technical expertise to Agfa customers, Field Engineers, Sales, and Implementation Team.
• Manage escalations, complaints to Tier 2 and Development, and follow through as the point of contact to higher-level support teams.
• Participate in Regional Launch discussions regarding the Service/Support readiness of their product specialties as required.
• Provide Escalation Management and Support to Regional and Zone Service Management by attending Critical Account Calls and providing feedback on escalation status.
• Must be eligible to travel (1 week per month if necessary).
• Utilize Help Desk computer software for call logging and tracking for both customer issues and Training Center equipment issues.
• Participate in on-site visits at customer sites to provide escalated support when necessary.

Requirements

Must be eligible to travel (1 week per month if necessary).

Qualifications

• Degree or diploma or experience in a technological field or an equivalent combination of education and experience.
• Ten + years’ work experience in a technical customer support, field service or Bio-medical role with a company focused on X-ray delivery, service support or training.
• Experience delivering X-ray DR Product Training a plus.
• Strong technical experience and the ability to work with teams in a virtual environment.
• Knowledge of networking and operating systems associated with X-ray and DR products.
• Excellent communication and customer service skills.
• Ability to work independently and take initiative when appropriate, keeping supervisors informed and maintaining good documentation.
• Analytic and solution-driven mindset.
• Eligible to travel when necessary.

Skills

• Technical Customer Support
• Field Service
• X-ray Delivery
• Service Support
• Training
• Networking
• Operating Systems
• Customer Service
• Independent Work
• Initiative
• Documentation
• Problem Solving

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.

Competitive salary and benefit package.

Friendly work environment surrounded by dedicated and professional colleagues.

Pay

N/A

Schedule

N/A

Agfa Values

Own It: I do what I say, full accountability for results, find solutions.

Play as One: Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decisions for teams' benefits.

Moves Forward: Embrace change, explore opportunities to innovate, feedback and improve performance, proactive steps to resolve issues and continuous progress.

Drive Value: Bold choices to maximize value creation, customer delivers exceptional value, adds value to all stakeholders, uses data to generate crucial insights and outcomes.

Diversity and Inclusion

At Agfa, our mission is to ensure that everyone belongs. We believe that diversity and inclusion of others promote a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.