Senior Field Support Engineer ( PACS / RIS / Enterprise Imaging )
AGFA
Senior Field Support Engineer
Role Overview
The Senior Field Support Engineer is responsible for managing and supporting customers within the assigned territory by delivering remote and on-site hardware and software support , as well as participating in system implementation and ongoing project activities for Agfa HealthCare solutions.
This role provides day-to-day technical service and support for Agfa and third-party systems , ensuring high system availability, performance, and customer satisfaction. The position plays a key role in promoting Agfa service offerings while continuously improving internal systems, processes, and service quality.
Key Responsibilities
- Perform installation, corrective, and preventive maintenance for Agfa and trained OEM products
- Deliver remote and onsite technical support to ensure maximum system uptime
- Strong knowledge of healthcare integration standards (HL7, DICOM, IHE)
- Apply hardware, storage, virtualization, and system administration skills
- Diagnose, troubleshoot, and resolve complex hardware and software issues
- Interface with hospital IT teams, system administrators, end users, vendors, and internal support teams
- Execute system upgrades, patches, performance tuning, and routine maintenance
- Analyze system defects and apply fixes, workarounds, or permanent solutions
- Manage technical escalations , ensuring timely communication with customers and management
- Maintain accurate and timely service documentation and issue tracking
- Negotiate satisfactory resolutions with stakeholders at all levels (technicians, radiologists, physicists, and management)
- Ensure compliance with Agfa quality standards, best practices, and technical procedures
- Meet customer requirements in line with SLA commitments
- Stay current on Agfa HealthCare products, solutions, and technologies
Experience
- 5+ years of experience in a technical customer support role
- Proven experience supporting mission-critical IT systems
- Experience with PACS, RIS, and Enterprise Imaging solutions is highly preferred
Required Skills & Competencies
- Strong knowledge of:
- Networking concepts
- Operating systems ( Linux & Windows )
- Databases ( Oracle, SQL )
- IT security principles
- Experience with Agfa solutions or comparable PACS/RIS/EI platforms
- Excellent analytical, troubleshooting, and problem-solving skills
- Strong verbal, written, and interpersonal communication skills
- Proven time management and organizational skills
- Ability to adapt to change and manage multiple priorities
- Strong customer service orientation with internal and external stakeholders
- Solid understanding of:
- Technical services operations
- Healthcare IT environments
- Product lifecycle and deployment processes
- Willingness to travel 30–50% , depending on business needs.
Location: Riyadh, Kingdom of Saudi Arabia. F lexibity to travel in the Middle East region.
Vacancy posted 14 days ago
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