About this role
<p style="margin:6.0pt 0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">The 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.</span></p> <p style="margin:6.0pt 0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, 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.</span></p> <p style="margin:6.0pt 0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:6.0pt 0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="text-decoration:underline"><strong><span style="font-size:12.0pt;font-family:Arial, sans-serif">What You'll Do (Duties & Responsibilities):</span></strong></span></p> <p style="margin:6.0pt 0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Perform <strong>installation, corrective, and preventive maintenance</strong> for Agfa and trained OEM products</span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Deliver <strong>remote and onsite technical support</strong> to ensure maximum system uptime</span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Strong knowledge of <strong>healthcare integration standards</strong> (HL7, DICOM, IHE)</span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Apply <strong>hardware, storage, virtualization, and system administration</strong> skills</span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Diagnose, troubleshoot, and resolve complex <strong>hardware and software issues</strong></span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Interface with <strong>hospital IT teams, system administrators, end users, vendors, and internal support teams</strong></span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Execute system upgrades, patches, performance tuning, and routine maintenance</span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Analyze system defects and apply fixes, workarounds, or permanent solutions</span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Manage <strong>technical escalations</strong>, ensuring timely communication with customers and management</span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Maintain accurate and timely <strong>service documentation and issue tracking</strong></span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Negotiate satisfactory resolutions with stakeholders at all levels (technicians, radiologists, physicists, and management)</span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Ensure compliance with <strong>Agfa quality standards, best practices, and technical procedures</strong></span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Meet customer requirements in line with <strong>SLA commitments</strong></span></li> <li style="line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Stay current on <strong>Agfa HealthCare products, solutions, and technologies.</strong></span></li> </ul> <p style="color:black;line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="color:black;line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="color:black;line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="text-decoration:underline"><span style="font-size:12.0pt;font-family:Arial, sans-serif"><strong>Education:</strong></span></span></p> <p style="color:black;line-height:12.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">IT Engineer or similar.</span></li> </ul> <p style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="text-decoration:underline"><strong><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">Experience:</span></strong></span></p> <p style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt">3-5 years expertise managing complex customers and hospital workflow.</span></li> </ul> <p style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="text-decoration:underline"><span style="font-family:arial, helvetica, sans-serif"><strong><span style="font-size:12.0pt">Specific Skills:</span></strong></span></span></p> <p style="margin-top:3.0pt;margin-bottom:3.0pt;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <ul> <li style="font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Networking concepts.</span></li> <li style="font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Operating systems (<strong>Linux & Windows</strong>).</span></li> <li style="font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Databases (<strong>Oracle, SQL</strong>).</span></li> <li style="font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif">IT security principles.</span></li> </ul>