Field Service Engineer - MA

The Agfa-Gevaert Group develops, produces and distributes an extensive range of imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications.

Agfa Radiology Solutions is a leading global provider of advanced imaging and healthcare IT solutions, specializing in digital radiography and medical imaging systems. The company develops and supplies high-quality products for hospitals and healthcare facilities, including digital X-ray systems, imaging software, and integrated radiology solutions. With a strong focus on innovation and patient care, Agfa Radiology Solutions enhances diagnostic workflows and enables improved clinical outcomes through its cutting-edge technology and services. The company is part of the broader Agfa-Gevaert Group, which has a long-standing reputation in imaging and information technology across various industries.

We are looking for a Field Service Engineer to join our team. You will be responsible for properly managing a single assigned customer at one or many locations by providing the on-site support and maintenance of Agfa DR/ imaging products.

Major responsibilities are to drive customer satisfaction through the maintenance of Agfa DR support and x-ray room/ imaging services offerings to the customer. Consistently seek, suggest and implement methods to improve systems and processes within the organization.

Location:

• Remote - Boston, MA

What You'll Do:

• Manage all AGFA imaging equipment in assigned territory. To include timely troubleshooting and repair, preventative maintenance and execution of field service bulletins
• Assist peer Field Service Engineers (FSE) out of territory when needed and work load permits.
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality and design issues back to US DR product team.
• Work directly with Project Management and Installation Team to plan, execute and validate installations within assigned territory.
• Work with sales in identifying DR prospects and provide technical support during pre and post sales activity. 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).
• Installation, remedial and preventive maintenance of Agfa DR support and x-ray room experiences and other OEM products trained on.
• Review of DR / IMAGING equipment operational function with the customer to meet training obligations during installations.
• Perform DR / IMAGING and x-ray room experience is required. Provides immediate response and prompt resolution to hardware and software problems to ensure customer uptime and satisfaction.
• Develops DR / x-ray room solutions for technical problems by interfacing with hospital systems IT systems administrators, end user personnel and outside vendors and support teams.
• Insures maximum DR / IMAGING uptime, performance and efficiency of all Agfa systems.
• Installs software, hardware and executes performance analysis as needed for DR and imaging.
• Defines DR / IMAGING problems, verifies defects in system, then applies fix, circumvention, or other probable reconciliatory techniques.
• Escalations: Initiate and follow all issues DR / IMAGING escalation processes and to keep the customer and management informed as to the status of the escalation.
• Assist the Installation Team with customer system installations, upgrades, and implementation activities as business needs dictate, ensuring successful project execution and customer satisfaction.

Who You Are:

• Bachelor’s Degree or an equivalent experience in a technology field is a plus.
• MCSE, Network +, and CIIP Certifications are also a plus.
• 5 or more years of previous direct field work experience in a technical customer support role working with traditional x-ray rooms, digital x-ray equipment and rooms, and computed radiography (CR) systems.
• Highly desired 2 to 3 years’ experience in an expert or specialist level role with x-ray technology.
• Some PACS, RIS and EMR experience is desired.
• Experiences with electronic and electromechanical systems are also required.
• Experienced in networking & operating systems.
• Previous DR support and x-ray room experiences knowledge of Agfa software or similar industry and a demonstrated capability to learn cutting edge new technologies.
• Excellent computer skills including MS Office, Lotus Notes and Internet based knowledge management systems.
• Excellent oral, written and interpersonal communications skills.
• Proven organizational and time management skills.
• Demonstrated experience adapting to change and managing priorities.
• Strong customer service skills in interacting with both internal and external customers.
• Previous experience working in a global environment (networking and building relationships with individuals in remote locations and virtual teams).
• Excellent understanding of the technical services business, product launch process and healthcare environment.
• Must be eligible to travel overnight both within the US and Canada.
• Experience with and understanding of DR support and x-ray room experience
• Must be eligible to apply for customer initiated security clearances such as the US National Agency Check (NAC).

Our Values:

• Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)
• Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
• Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

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

Diversity and Inclusion:

At Agfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.

Compensation: At Agfa HealthCare, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.