About this role
<h4><span style="font-size:18.0pt">Senior Field Support Engineer </span></h4> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:13.5pt">Role Overview</span></strong></p> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">The Senior Field Support Engineer is responsible for managing and supporting customers within the assigned territory by delivering <strong>remote and on-site hardware and software support</strong>, as well as participating in <strong>system implementation and ongoing project activities</strong> for Agfa HealthCare solutions.</p> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">This role provides day-to-day technical service and support for <strong>Agfa and third-party systems</strong>, ensuring high system availability, performance, and customer satisfaction. The position plays a key role in promoting Agfa service offerings while continuously improving internal systems, processes, and service quality.</p> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <div style="text-align:center;margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif" align="center"><hr align="center" size="1" width="100%"></div> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:13.5pt"><br>Key Responsibilities</span></strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Perform <strong>installation, corrective, and preventive maintenance</strong> for Agfa and trained OEM products</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Deliver <strong>remote and onsite technical support</strong> to ensure maximum system uptime</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Strong knowledge of <strong>healthcare integration standards</strong> (HL7, DICOM, IHE)</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Apply <strong>hardware, storage, virtualization, and system administration</strong> skills</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Diagnose, troubleshoot, and resolve complex <strong>hardware and software issues</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Interface with <strong>hospital IT teams, system administrators, end users, vendors, and internal support teams</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Execute system upgrades, patches, performance tuning, and routine maintenance</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Analyze system defects and apply fixes, workarounds, or permanent solutions</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Manage <strong>technical escalations</strong>, ensuring timely communication with customers and management</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Maintain accurate and timely <strong>service documentation and issue tracking</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Negotiate satisfactory resolutions with stakeholders at all levels (technicians, radiologists, physicists, and management)</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Ensure compliance with <strong>Agfa quality standards, best practices, and technical procedures</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Meet customer requirements in line with <strong>SLA commitments</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Stay current on <strong>Agfa HealthCare products, solutions, and technologies</strong></li> </ul> <div style="text-align:center;margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif" align="center"><hr align="center" size="1" width="100%"></div> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:13.5pt"><br>Experience</span></strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>5+ years</strong> of experience in a technical customer support role</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Proven experience supporting <strong>mission-critical IT systems</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Experience with <strong>PACS, RIS, and Enterprise Imaging</strong> solutions is highly preferred</li> </ul> <div style="text-align:center;margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif" align="center"><hr align="center" size="1" width="100%"></div> <p style="margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:13.5pt"><br>Required Skills & Competencies</span></strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Strong knowledge of:</li> <ul style="margin-bottom:0.0cm;margin-top:0.0px" type="circle"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Networking concepts</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Operating systems (<strong>Linux & Windows</strong>)</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Databases (<strong>Oracle, SQL</strong>)</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">IT security principles</li> </ul> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Experience with <strong>Agfa solutions or comparable PACS/RIS/EI platforms</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Excellent <strong>analytical, troubleshooting, and problem-solving skills</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Strong verbal, written, and interpersonal communication skills</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Proven <strong>time management and organizational skills</strong></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Ability to adapt to change and manage multiple priorities</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Strong customer service orientation with internal and external stakeholders</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Solid understanding of:</li> <ul style="margin-bottom:0.0cm;margin-top:0.0px" type="circle"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Technical services operations</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Healthcare IT environments</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Product lifecycle and deployment processes</li> </ul> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif">Willingness to travel <strong>30–50%</strong>, depending on business needs.</li> </ul> <p style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:13.5pt">Location: <span style="font-size:12.0pt">Riyadh, Kingdom of Saudi Arabia. </span></span></strong><span style="font-size:13.5pt"><span style="font-size:12.0pt">F</span></span><span style="font-size:12.0pt">lexibity to travel in the Middle East region.</span></p>