Agfa Healthcare is hiring a Support Engineer to provide expert technical guidance and support for highly complex issues impacting customers, dealers, service engineers, and internal teams. You will play a key role in supporting new product introductions and enhancing our service capabilities.
What You'll Do
- Assist at problem customer sites with little notice, staying until the issue is resolved.
- Support Manufacturing and Engineering during the introduction of new inks and hardware.
- Work with field service zone managers to identify and react to emerging issues.
- Provide second and third level support on a worldwide basis.
- Document escalations and follow up with assignees to assure prompt action.
- Develop and distribute training and troubleshooting documentation to improve service engineer skills.
- Perform trade show and demonstration support.
- Advise the organization on competitive threats and industry trends.
- Support the workflow solution and take complete ownership of the system.
- Develop training programs and documentation to support regional teams.
- Develop business-critical spare parts listings.
What We're Looking For
- A degree or diploma in electrical and mechanical applications.
- Hands-on experience with complex electronic controlled mechanical systems.
- Leadership experience as a manager or team leader.
- Customer service experience dealing with difficult situations.
- Print quality knowledge.
- Understanding of competitive equipment and performance.
- Understanding of final output and end-user expectations.
- Ability to lead and guide colleagues.
- Strong mechanical and technical background.
- Color management, workflow support, and application support experience.
- OS and network configuration experience.
- Ability to travel to customer sites throughout the US and Canada, varying 40-80% depending on business needs.
- Strong communication skills to contribute to the local competence center through remote diagnostics and phone support.
- Excellent analytical and problem-solving skills.
- Ability to rapidly absorb and implement new technologies and procedures for hardware and software.
- A passion to provide outstanding service with personal initiative, attention to detail, and commitment to quality.
Technical Stack
- Teamviewer
- Jira
- MS Dynamics
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 role based in the USA and Canada.
Agfa Healthcare's culture is defined by the principles: Own It, Play as One, Move Forward, and Drive Value.
