High-Performance Technical Support Specialist

hace 3 semanas

Santiago, Metropolitana, Chile Agfa-Gevaert A tiempo completo
About Agfa HealthCare

Agfa HealthCare, a leading provider of diagnostic imaging and healthcare IT solutions, has nearly a century of experience in the healthcare industry. The company has been a pioneer on the healthcare IT market since the early 1990s, designing, developing, and delivering state-of-the-art systems for capturing, managing, and processing diagnostic images and clinical/administrative information for hospitals and healthcare facilities.

As a Field Service Engineer, you will play a critical role in managing customers in assigned territories by providing remote and on-site hardware and software maintenance of Agfa HealthCare products, as well as implementation activities for ongoing projects. Your primary responsibilities include driving customer satisfaction and actively promoting and supporting all Agfa services offerings to the customer.

Job Responsibilities:

  • Installation, Remedial, and Preventive Maintenance: Install, remediate, and perform preventive maintenance on Agfa and other OEM products trained on.
  • Healthcare Integration Knowledge: Possess strong knowledge of global standards like HL7, Dicom, IHE, etc.
  • Programming Skills: Strong programming skills are required.
  • Global Hardware and Virtualization Skills: Global hardware and virtualization skills are also required.
  • System Administration: Perform system administration as required, ensuring prompt resolution to hardware and software problems to maintain customer uptime and satisfaction.
  • Problem-Solving: Develop solutions for technical problems by interfacing with hospital systems IT systems administrators, end-user personnel, and outside vendors and support teams.
  • Uptime and Efficiency: Ensure maximum uptime, performance, and efficiency of all Agfa systems.
  • Software Installation and Performance Analysis: Install software, hardware, and execute performance analysis as needed.
  • Escalations: Initiate and follow all issues escalation processes, keeping the customer and management informed about the status of the escalation.
  • Documentation: Document all service activities on a daily basis and maintain customer issue lists.
  • Customer Interaction: Negotiate satisfactory resolution to end-users at multiple levels (technicians, radiologists, physicists, and all levels of management).
  • Relationship Building: Develop a close working relationship with the customer to provide assistance and guidance towards developing an action plan for additional AGFA sales (Service Maintenance Agreements, Upgrades, Professional Services, or new equipment).
  • Product Unrolling, Maintenance, and Repair: Be responsible for unrolling, maintaining, and repairing IT products, such as PCs, workstations, printers, terminals, and corresponding hardware.
Requirements
  • Education: An engineer degree or in a technology field, or an equivalent combination of education and relevant healthcare IT experience.
  • Experience: A minimum of 2 years of previous work experience in a technical customer support role working with mission-critical IT systems. PACS, RIS is highly desired.
  • Skills: Knowledge of networking and operating systems (Linux and Windows), databases (Oracle and SQL), remote connectivity, security, and digital medical image processing.
  • Communication Skills: Excellent oral, written, and interpersonal communication skills.
  • Time Management: Proven organizational and time management skills.
  • Adaptability: Demonstrated experience adapting to change and managing priorities.
  • Customer Service: Strong customer service skills in interacting with both internal and external customers.
  • Travel Requirements: Must be eligible to travel overnight within Latam, US, Canada, and Europe, with the possibility of traveling up to 75% depending on geographic location and business needs.
Benefits

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented team of individuals, training and career development programs, and a competitive compensation and benefits package.

The estimated salary for this position is around $90,000-$110,000 per year, depending on location and experience.

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