Agfa Healthcare is hiring a Field Service Engineer to manage a key customer relationship by delivering on-site support and maintenance for our DR/imaging products and x-ray room solutions. You will be the primary technical contact, ensuring maximum system uptime and performance while fostering customer satisfaction and identifying opportunities for growth.
What You'll Do
- Manage all AGFA imaging equipment in your assigned territory, performing timely troubleshooting, repair, and preventative maintenance.
- Execute field service bulletins and assist peer Field Service Engineers when workload permits.
- Provide detailed feedback on technology performance, reliability, and design issues to the US DR product team.
- Work directly with Project Management and Installation Teams to plan, execute, and validate installations within your territory.
- Support sales activities by providing technical expertise during pre and post-sales engagements.
- Develop a close working relationship with the customer to guide them towards additional AGFA sales opportunities.
- Perform installation, remedial, and preventive maintenance on Agfa DR systems and other OEM products you are trained on.
- Review equipment operation with customers to fulfill training obligations during installations.
- Provide immediate response and prompt resolution to hardware and software problems to ensure customer uptime.
- Develop technical solutions by interfacing with hospital IT administrators, end users, and outside vendors.
- Install software and hardware, execute performance analysis, and verify and fix system defects.
- Initiate and follow escalation processes, keeping the customer and management informed of the status.
What We're Looking For
- A Bachelor’s Degree in a technology field.
- 5 or more years of direct field work experience in a technical customer support role with traditional x-ray rooms, digital x-ray equipment, and computed radiography (CR) systems.
- Experience with electronic and electromechanical systems.
- Expert knowledge of DR/x-ray room networking, operating systems (UNIX and Windows), databases (Oracle and SQL), remote connectivity, security, and digital medical image processing.
- 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 for interacting with both internal and external customers.
- Previous experience working in a global environment, networking and building relationships with remote teams.
- Excellent understanding of the technical services business, product launch process, and healthcare environment.
- Eligibility to travel overnight within the US and Canada.
- Experience with and understanding of DR support and x-ray room experience.
- Eligibility to apply for customer-initiated security clearances such as the US National Agency Check (NAC).
Nice to Have
- Certifications such as MCSE, Network+, and CIIP are a plus.
- 2 to 3 years in an expert or specialist level role with x-ray technology is highly desired.
- Some experience with PACS, RIS, and EMR systems.
- Previous knowledge of Agfa software or similar industry products and a demonstrated capability to learn new technologies.
Technical Stack
- Operating Systems: UNIX, Windows
- Databases: Oracle, SQL
- Productivity: MS Office, Lotus Notes
Benefits & Compensation
- A dynamic global organization with a history of innovation and a strong product portfolio.
- A challenging environment combined with a supportive management structure.
- Career development and growth opportunities.
- A competitive salary and benefits package.
- A friendly work environment surrounded by dedicated and professional colleagues.
Work Mode
This is a local-country position based remotely in North Carolina, serving customer locations within the assigned territory.
Agfa Healthcare is an equal opportunity employer.
