Field Service Engineer

This is a fully remote position, open to applicants in Connecticut, +2 more states.

📋 Description

• Oversee all AGFA imaging equipment within the designated territory.

• Deliver prompt troubleshooting and repairs, preventative maintenance, and implement field service bulletins.

• Support fellow Field Service Engineers (FSE) in other territories as required and as workload allows.

• Provide timely and comprehensive feedback regarding technology performance, reliability, serviceability, service quality, and design concerns to the US DR product team.

• Collaborate directly with Project Management and the Installation Team to plan, execute, and validate installations within the assigned territory.

• Partner with the sales team to identify DR prospects and offer technical assistance during pre-sales and post-sales activities.

• Foster a close working relationship with customers to assist in creating an action plan for additional AGFA sales.

• Conduct installation, remedial actions, and preventive maintenance for Agfa DR support and x-ray room experiences.

• Review operational functions of DR / IMAGING equipment with customers to fulfill training obligations during installations.

• Provide immediate responses and swift resolutions to hardware and software issues to ensure customer uptime and satisfaction.

• Develop solutions for DR / x-ray room technical challenges by collaborating with hospital IT system administrators, end users, and external vendors and support teams.

• Ensure maximum uptime, performance, and efficiency for all Agfa DR / IMAGING systems.

• Install software and hardware while performing performance analyses as necessary for DR and imaging.

• Identify and define DR / IMAGING issues, verify system defects, and implement fixes, workarounds, or other suitable solutions.

• Initiate and manage all DR / IMAGING escalation processes, keeping both the customer and management updated on the status of escalations.

⛳️ Requirements

• Bachelor's Degree in a technology-related field.

• At least 5 years of direct field experience in a technical customer support role involving traditional x-ray rooms, digital x-ray equipment and rooms, and computed radiography (CR) systems.

• Preferred 2 to 3 years of experience in an expert or specialist role focusing on x-ray technology.

• Some experience with PACS, RIS, and EMR is desirable.

• Experience with electronic and electromechanical systems is required.

• Proficient computer skills, including MS Office, Lotus Notes, and internet-based knowledge management systems.

• In-depth knowledge of DR support and x-ray room networking and operating systems (UNIX and Windows), databases (Oracle and SQL), remote connectivity, security, and digital medical image processing.

• Prior knowledge of Agfa software or similar industry expertise, with a proven ability to learn cutting-edge technologies.

• Exceptional oral, written, and interpersonal communication skills.

• Proven skills in organizational and time management.

• Demonstrated adaptability to change and effective priority management.

• Strong customer service skills in interacting with both internal and external clients.

• Previous experience in a global setting, building relationships with individuals in remote locations and virtual teams.

• Must be eligible for overnight travel within the US and Canada.

• Must qualify for customer-initiated security clearances, such as the US National Agency Check (NAC).

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunity to be part of a dynamic global organization with a legacy of innovation.

• Enjoy a friendly work environment with dedicated and professional colleagues.

• Opportunities for career development and growth.