Technical Support Engineer* at Detroit

Overview:

Agfa HealthCare Corporation has an exciting opportunity for an IT Technical Support Engineer.

The main focus of this role is to provide expert remote support for multiple Agfa software products to our Agfa and Original Equipment Manufacturer (OEM) support partners on mission critical products and systems in the healthcare environment. Support provided is a problem solving approach with a blend of customer service, technical expertise and the understanding of the customers system expectations.

The incumbent is considered a global subject-matter expert and can independently combine strong technical skills relevant to the focus areas, advanced communication skills and strong knowledge of production processes to facilitate highly complex customer issues. In order to succeed, the incumbent derives a strong motivation from facilitation of long-term improvements of a broad scope. Ability to work outside normal hours.

This position may be based out of the following location(s) and surrounding area:

Detroit, MI

Responsibilities:

• Serve as field based technical services subject matter expert in supporting Agfa service and support personnel and R&D centers.
• Take lead in planning and execution of large enterprise system upgrades of Agfa HealthCare products at customer sites in conjunction with local field engineers including all pre-upgrade planning.
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality and design issues back to global support and R&D centers.
• Training: Update underlying technology knowledge and receive product training from R&D and take a proactive role in the ongoing technical development of field service personnel.
• Documentation: Develop and design site diagrams, procedures, test plans, and other required project or service related documents for both local and regional use as best practice.
• Escalations: Actively participate in the escalation process. Fully document and aggressively pursue solutions to critical site issues in concert with other organizations (GlobalSupportCenter, Technical Support, Product Management, R&D and OEMs, etc).
• Participate in the evaluation of new releases of commercial products and report on performance, functionality and issues back to R&D.

Qualifications:

Education

Bachelors Degree in a technology field or an equivalent combination of education and relevant healthcare IT experience. MCSE, Network +, and CIIP Certifications are also a plus.

Experience

Five or more years previous work experience in a technical customer support role working with mission critical IT systems. PACS, RIS, HIS, and EMR experience is highly desired. Must have proven expertise in managing large multi-component enterprise IT systems and oracle databases, including implementation, trouble-shooting and performance diagnostics.

Specific skills

Good working knowledge of networking and operating systems (UNIX and Windows), databases (Oracle and SQL), remote connectivity, security and digital medical image processing.

• Previous knowledge of Agfa software or similar industry PACS, HIS, RIS or EMR products, hospital workflow 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 HL7 and DICOM.

Must be eligible to apply for customer initiated security clearances such as the US National Agency Check (NAC).We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package.

If you want to be part of this experience, well take you there.

Learn more about Agfa HealthCare and follow us on Twitter .

Agfa HealthCare Corporation is an Equal Opportunity Employer.
Country: USA, State: Michigan, City: Detroit, Company: Agfa US.