Zone Support Specialist** Job in Greenville, South Carolina US
Overview:
Serve as a field based domain expert for the portfolio of Agfa HealthCare products.
Major responsibilities are to support CSE's/CSS's and global support by remote and on-site means. Actively participate in and drive site escalations with the support organization, service and support management and product managers.
This position may be based out of the following location(s) and surrounding area:
Greenville, SC
Southeast
Responsibilities:
- Service as field based technical services subject matter expert in supporting Agfa service and support personnel and RD 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 RD centers.
- Training: Update underlying technology knowledge and receive product training from RD 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 (Global Support Center, Technical Support, Product Management, RD and OEM's, etc).
- Participate in the evaluation of new releases of commercial products and report on performance, functionality and issues back to RD.
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
5 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. Experiences with electronic and electromechanical systems are also required. Specific skills (core competencies, key specialities, technical, human relations or managerial skills, and knowledge areas necessary)
- Expert 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).
- Ability to travel 60 to 80%, depending upon geographic location and business needs.
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Agfa HealthCare Corporation is an Equal Opportunity Employer.