Field Service Engineer - Digital Radiography

Agfa Healthcare - Orlando, FL

Full-time - Mid Level

Orlando, FL

Merchant Wholesalers, Durable Goods

About the position

As a Field Service Engineer specializing in Digital Radiography at AGFA, you will play a crucial role in managing customer relationships and ensuring the optimal performance of Agfa DR imaging products. Your primary responsibility will be to provide on-site support and maintenance for Agfa's digital radiography systems across various locations. This position requires a proactive approach to customer satisfaction, where you will be expected to maintain and enhance the service offerings related to Agfa DR support and x-ray room services. You will consistently seek out opportunities to improve systems and processes within the organization, ensuring that our customers receive the highest level of service and support. In this role, you will manage all AGFA imaging equipment within your assigned territory, which includes troubleshooting and repairing equipment, performing preventative maintenance, and executing field service bulletins in a timely manner. You will also assist fellow Field Service Engineers when needed, providing support beyond your territory as workload permits. Your feedback on technology performance, reliability, and service quality will be invaluable to the US DR product team, helping to drive improvements and innovations in our offerings. Collaboration is key in this position; you will work closely with the Project Management and Installation Team to plan and validate installations, ensuring that they meet customer needs and expectations. Additionally, you will engage with the sales team to identify potential DR prospects and provide technical support during pre- and post-sales activities. Building strong relationships with customers will be essential, as you will guide them in developing action plans for additional AGFA sales, including service maintenance agreements and equipment upgrades. Your technical expertise will be put to use in the installation, maintenance, and troubleshooting of Agfa DR systems and x-ray rooms. You will be responsible for ensuring maximum uptime and performance of all Agfa systems, which includes installing software and hardware, performing performance analyses, and resolving any hardware or software issues that arise. You will also be involved in the escalation process for any significant issues, keeping both the customer and management informed throughout the resolution process.

Responsibilities

• Manage all AGFA imaging equipment in assigned territory, including troubleshooting, repair, and preventative maintenance.
• Assist peer Field Service Engineers out of territory when needed and as workload permits.
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality, and design issues to the US DR product team.
• Work directly with Project Management and Installation Team to plan, execute, and validate installations within assigned territory.
• Collaborate with sales to identify DR prospects and provide technical support during pre- and post-sales activities.
• Develop close working relationships with customers to assist in creating action plans for additional AGFA sales.
• Install, maintain, and troubleshoot Agfa DR support and x-ray room experiences and other OEM products.
• Review operational functions of DR/IMAGING equipment 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 systems administrators and support teams.
• Ensure maximum uptime, performance, and efficiency of all Agfa systems.
• Install software, hardware, and execute performance analysis as needed for DR and imaging systems.
• Define DR/IMAGING problems, verify defects, and apply fixes or other solutions as necessary.
• Initiate and follow escalation processes for DR/IMAGING issues, keeping customers and management informed.

Requirements

• Bachelor's Degree in a technology field.
• 5 or more years of previous direct field work experience in a technical customer support role with x-ray technology.
• 2 to 3 years' experience in an expert or specialist level role with x-ray technology is highly desired.
• Experience with PACS, RIS, and EMR systems is desired.
• Experience with electronic and electromechanical systems is required.
• Expert knowledge of DR support and x-ray room experiences, networking, and operating systems (UNIX and Windows).
• Knowledge of 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.
• Strong oral, written, and interpersonal communication skills.
• Proven organizational and time management skills.
• Experience adapting to change and managing priorities effectively.
• Strong customer service skills in interacting with both internal and external customers.
• Experience working in a global environment and building relationships with remote teams.
• Understanding of the technical services business, product launch process, and healthcare environment.
• Eligibility to travel overnight within the US and Canada.
• Ability to travel 30%, depending on geographic location and business needs.

Nice-to-haves

• MCSE, Network +, and CIIP Certifications are a plus.
• Previous experience with Agfa software or similar industry products.

Benefits

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