Technical Support Lead ensuring operational performance of trackside friction management units. Working within Field Service team for troubleshooting, repairs, and software updates.
About the role
- Customer Support Analyst providing remote technical support for Agfa customers, Field Engineers, Sales, and Implementation Teams while ensuring a high customer satisfaction rate.
Responsibilities
- Provide telephone and remote access, consultation and technical expertise to Agfa customers, Field Engineers, Sales and Implementation Teams.
- Utilize support software for call logging and tracking.
- Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.
- Manage escalations, complaints to Level 2 and Development, and follow through as point of contact to higher level support teams.
- Attend Agfa product-training, underlying technologies courses and maintain an expert working knowledge of targeted products and solutions.
- Participate in visits to customer sites.
- Ensuring a high customer satisfaction rate.
- Timely handling of incidents according to Agfa’s policies and processes.
- Being knowledgeable and up to date on latest versions of our own products & solutions, underlying platforms and relevant 3rd party products.
- Meeting/respecting SLA-requirements defined in the Service Level Agreements (SLA).
Requirements
- Bachelor’s Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
- Technical and practical knowledge of IT-Infrastructure Solutions (such as database solutions, different operating systems, server landscape) and Agfa products.
- Three years previous work experience in a technical customer support role in a high-tech company or in a high-volume customer support environment, including one year in Healthcare IT.
- Strong technical experience and able to work with teams in a virtual environment.
- General knowledge of networking and operating systems (Linux, UNIX, and Windows), databases (Oracle), remote connectivity, security and image processing.
- Experience with and understanding of HL7 or DICOM is preferred.
- Knowledge of Programming Languages VB/ASP, VB.NET, HTML, XML – is a plus.
- Knowledge of Data Manipulation Languages – SQL, PL/SQL – is a plus.
- Excellent communication and customer service skills.
- Exposure to information systems in a hospital environment would be an asset.
- Industry certification is preferred.
- 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 applications and technologies.
- Superior multitasking skills.
- Ability to work in a fast-paced environment.
- Demonstrated resourcefulness to see problems and issues through resolution.
- Strong communications skills (verbal/written) to interact effectively and professionally with both internal and external customers.
- Must be eligible to travel.
Benefits
- Dynamic global organization with a history of innovation and strong product portfolio.
- Challenging environment combined with a supportive management structure.
- Career development and growth.
- Competitive salary and benefit package.
- Friendly work environment surrounded by dedicated and professional colleagues.
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