Technical Support Specialist for Healthcare Solutions

2 weeks ago

Lima, Ohio, United States Agfa-Gevaert Full time

Company Overview:
Agfa HealthCare, part of the Agfa-Gevaert Group, stands as a prominent global provider of diagnostic imaging and healthcare IT solutions. With nearly a century of experience in the healthcare sector, Agfa HealthCare has been at the forefront of the healthcare IT market since the early 1990s.

Role Overview:
The Technical Support Specialist will play a crucial role in managing customer relationships within the designated territory. This position involves delivering both remote and on-site maintenance for Agfa HealthCare products, alongside implementation tasks for ongoing projects.

Key Responsibilities:
- Ensure customer satisfaction by actively promoting and supporting all Agfa service offerings.
- Drive continuous improvement by suggesting and implementing enhancements to systems and processes.
- Conduct installation, preventive, and remedial maintenance on Agfa and other OEM products.
- Utilize strong knowledge of healthcare integration standards such as HL7, DICOM, and IHE.
- Exhibit programming skills and global hardware expertise, including virtualization.
- Perform system administration and provide immediate resolutions to hardware and software issues to maximize customer uptime.

Escalation Management:
- Follow established escalation processes and keep both customers and management updated on issue statuses.
- Document all service activities daily and maintain a list of customer issues.
- Negotiate satisfactory resolutions with end-users across various levels of technical expertise.

Customer Engagement:
- Foster strong relationships with customers to assist in developing action plans for additional Agfa sales, including service maintenance agreements and upgrades.
- Responsible for the installation, maintenance, and repair of IT products, including PCs and workstations.

Qualifications:
- A degree in engineering or a related technology field, or an equivalent combination of education and relevant healthcare IT experience.
- A minimum of two years of experience in a technical customer support role, particularly with mission-critical IT systems such as PACS and RIS.

Specific Skills:
- Proficient in networking and operating systems (Linux and Windows), databases (Oracle and SQL), and digital medical image processing.
- Familiarity with Agfa software or similar PACS/RIS systems and the ability to learn new technologies quickly.
- Excellent communication skills, both oral and written, with strong organizational and time management abilities.
- Willingness to travel as required for the role.

Agfa HealthCare offers a rewarding career in a field that significantly impacts lives, along with opportunities for professional development and a competitive compensation package.

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