Field Service Engineer

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

📋 Description

• Oversee all AGFA imaging devices within the designated territory.

• Diagnose and repair equipment, conduct preventive maintenance, and implement field service bulletins.

• Provide assistance to fellow Field Service Engineers beyond the territory when necessary and as workload allows.

• Offer input to the US DR product team regarding technology performance, reliability, serviceability, service quality, and design concerns.

• Strategize, execute, and verify installations in collaboration with Project Management and the Installation Team.

• Aid sales initiatives by identifying DR prospects and supplying technical support throughout pre- and post-sales processes.

• Cultivate customer relationships and create action plans for additional sales, encompassing service agreements, upgrades, professional services, and new equipment.

• Install, fix, and maintain Agfa DR systems, x-ray rooms, and other OEM products.

• Review equipment functionality with clients and meet training commitments during installations.

• Address and resolve hardware and software issues to ensure customer satisfaction and uptime.

• Develop technical solutions by collaborating with hospital IT administrators, end-users, vendors, and support teams.

• Ensure optimal uptime, performance, and efficiency of Agfa systems.

• Install software and hardware and conduct performance evaluations.

• Identify issues, confirm system defects, and implement fixes, workarounds, or alternative resolution methods.

• Initiate and manage DR/imaging escalation processes while keeping customers and management updated.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience in a technology-related field is advantageous.

• A minimum of 5 years of direct field experience in a technical customer support capacity.

• Familiarity with traditional x-ray rooms, digital x-ray equipment and rooms, and computed radiography (CR) systems.

• 2 to 3 years of experience in an expert or specialist role involving x-ray technology is highly preferred.

• Experience with PACS, RIS, and EMR systems is desired.

• Proficiency with electronic and electromechanical systems.

• Background in networking and operating systems.

• Acquainted with Agfa software or similar industry applications, with a willingness to learn new technologies.

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

• Exceptional oral, written, and interpersonal communication abilities.

• Demonstrated organizational and time management skills.

• Adaptability to change and the ability to manage priorities effectively.

• Strong customer service orientation.

• Previous experience in a global environment, including networking and relationship-building with remote individuals and virtual teams.

• Understanding of the technical services business, product launch processes, and the healthcare landscape.

• Must be able to travel overnight within the US and Canada.

• Experience with DR support and x-ray room systems is essential.

• Must be qualified to apply for customer-initiated security clearances such as the US National Agency Check (NAC).

• MCSE, Network+, and CIIP certifications are preferred.

🏝️ Benefits

• Opportunities for career development and advancement.

• Competitive salary and comprehensive benefits package.

• Vacation entitlements and paid time off.

• Variable and commission compensation opportunities for eligible positions.

• Supportive management framework.

• Friendly workplace atmosphere.

• Dedicated and professional colleagues.