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Technical Support Specialist for Healthcare Systems

2 months ago

Denver, Colorado, United States Agfa-Gevaert Full time

Overview:
Join Agfa HealthCare, a prominent member of the Agfa-Gevaert Group, recognized globally for its innovative diagnostic imaging and healthcare IT solutions.

With nearly a century of experience in the healthcare sector, Agfa HealthCare has been at the forefront of healthcare IT since the early 1990s, delivering advanced systems for the management and processing of diagnostic images and clinical information.

Role Summary:
The Technical Support Specialist is tasked with effectively managing customer relationships within the designated territory, providing both remote and on-site maintenance for Agfa HealthCare products, as well as supporting ongoing project implementations.

Key Responsibilities:
- Conduct installation, preventive, and corrective maintenance on Agfa and other OEM products.
- Possess strong knowledge of healthcare integration standards such as HL7, DICOM, and IHE.
- Demonstrate programming capabilities and global hardware virtualization skills.
- Review equipment functionality with customers to fulfill training commitments during installations.
- Perform system administration as necessary, ensuring prompt resolution of hardware and software issues to maximize customer satisfaction.

Develop solutions for technical challenges by collaborating with hospital IT administrators, end-users, and external support teams. Ensure optimal performance and efficiency of all Agfa systems through:

  • Software and hardware installation, along with performance analysis.
  • Identification and resolution of system defects.

Escalation Management:
Initiate and manage issue escalation processes, keeping both customers and management updated on progress. Document all service activities daily and maintain a list of customer issues. Negotiate satisfactory resolutions with end-users across various levels, including technicians and management.

Foster strong relationships with customers to assist in developing action plans for additional Agfa sales, including service agreements and upgrades.

Qualifications:
- A degree in engineering or a related technology field, or an equivalent combination of education and relevant healthcare IT experience.
- A minimum of 2 years of experience in a technical customer support role, particularly with mission-critical IT systems.

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 a proven ability to learn new technologies quickly.

Excellent communication skills, both oral and written, along with strong organizational and time management abilities are essential. Candidates must be willing to travel as required.

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