Field Service Engineer

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee all AGFA imaging equipment within the designated territory.

• Ensure prompt troubleshooting and repair, perform preventative maintenance, and execute field service bulletins in a timely manner.

• Assist fellow Field Service Engineers (FSE) outside of territory as necessary and as workload allows.

• Deliver timely and comprehensive feedback on technology performance, reliability, serviceability, service quality, and design issues to the US DR product team.

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

• Work alongside the sales team to identify DR prospects and offer technical support during pre-sales and post-sales activities.

• Cultivate a strong working relationship with customers to provide support and guidance in creating action plans for additional AGFA sales (Service Maintenance Agreements, Upgrades, Professional Services, or new equipment).

• Responsible for the installation, corrective, and preventative maintenance of Agfa DR support and x-ray room experiences, as well as other OEM products for which training has been provided.

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

• Execute DR / IMAGING and x-ray room experiences as required.

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

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

• Ensure maximum uptime, performance, and efficiency of all Agfa systems related to DR / IMAGING.

• Install software and hardware and perform performance analysis as necessary for DR and imaging systems.

• Identify DR / IMAGING issues, verify system defects, and apply fixes, workarounds, or other appropriate solutions.

• Handle escalations by initiating and following through on all DR / IMAGING escalation processes, keeping both the customer and management informed of the escalation status.

⛳️ Requirements

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

• MCSE, Network +, and CIIP Certifications are advantageous.

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

• Ideally, 2 to 3 years of experience in an expert or specialist role with x-ray technology.

• Familiarity with PACS, RIS, and EMR systems is preferred.

• Experience with electronic and electromechanical systems is required.

• 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 software, along with a proven ability to quickly learn new cutting-edge technologies.

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

• Exceptional oral, written, and interpersonal communication skills.

• Proven organizational and time management capabilities.

• Demonstrated ability to adapt to change and manage priorities effectively.

• Strong customer service skills when engaging with both internal and external clients.

• Experience working in a global environment, fostering relationships with individuals in remote locations and virtual teams.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for career development and growth.

• Be part of a dynamic global organization with a history of innovation.