AGFA HealthCare

Sales

• Achieving annual sales plan by prioritizing prospecting, customer facing selling time and driving sales strategy execution to generate sales volume of new business.
• Managing the future market opportunity potential of the assigned geography and named accounts.
• Developing consultative sales relationships with all key buying influences in each prospective opportunity, including multiple levels within the customer's organization including key management and executive management, CFO, CIO, CEO, CMIO etc.
• Adhering to sales process by owning funnel management in the CRM system, driving territory development and account strategy to close deals in territory and any assigned existing customer accounts
• Developing and executing an annual business/territory plan supporting attainment of quota, key performance metrics, market share growth and reviewing progress on a quarterly/ monthly basis.
• Collaborating with AGFA colleagues and business partners on closing business and growth strategies in assigned territory and accounts.
• Developing and maintaining product knowledge of AGFA Healthcare’s portfolio of IT and competitive products
• Maintaining complete knowledge of the market drivers in the geographic territory, as well as each prospective and assigned customer account's current and strategic objectives, purchase plans and key buying influences.

Enterprise Sales Director

General

• Installs software and hardware for DR and imaging
• Document all DR / IMAGING service activities daily
• Provide feedback on technology performance and issues
• Update technology knowledge and receive product training
• Develop and design site diagrams and service related documents

Installation Specialist

Support Engineer

• 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).

Customer Support Analyst, Tier 1

Customer Success Manager

• Serve as the main point of contact and trusted advisor for a portfolio of clients
• Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
• Develop a deep understanding of each client’s business objectives and align our solutions to their goals
• Proactively manage and resolve client escalations with urgency and professionalism
• Own customer retention and satisfaction for assigned accounts, including renewal planning
• Contribute to revenue growth by positioning new offerings that meet evolving client needs
• Maintain accurate and up-to-date records in CRM and success tools
• Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores

Senior Customer Success Manager

Manager

• Own and drive the definition of all service requirements across products, features, and programs
• Lead the design of end-to-end service delivery models, ensuring scalability, efficiency, and customer readiness
• Own and manage the service design lifecycle, from concept through validation, launch, and operational handover
• Own and drive the definition and governance of Customer Acceptance Test Plans for new features and design changes
• Provide reliable cost models and delivery estimates to support sales, quoting, and business planning
• Lead and coordinate service design initiatives and projects, including planning and prioritization, resource alignment, and stakeholder management
• Ensure effective transition to operations, including validation, documentation, and knowledge transfer
• Drive standardization of service packages and deployment models across regions
• Continuously improve service efficiency, quality, and profitability, based on field feedback and performance insights

Service Innovation Manager

• Own and drive the definition of all service requirements across products, features, and programs
• Lead the design of end-to-end service delivery models, ensuring scalability, efficiency, and customer readiness
• Own and manage the service design lifecycle, from concept through validation, launch, and operational handover
• Own and drive the definition and governance of Customer Acceptance Test Plans for new features and design changes
• Provide reliable cost models and delivery estimates to support sales, quoting, and business planning
• Lead and coordinate service design initiatives and projects, including: Planning and prioritization, Resource alignment, Stakeholder management
• Ensure effective transition to operations, including validation, documentation, and knowledge transfer
• Drive standardization of service packages and deployment models across regions
• Continuously improve service efficiency, quality, and profitability, based on field feedback and performance insights

• 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).

Field Engineer

• Implementation of customer projects in the field of digital printing
• Installation and commissioning of Agfa printing systems, including setup and systems integration
• Training of machine operators, acceptance testing in accordance with applicable guidelines, and handover
• Repair, modification and maintenance of inkjet printing systems
• Diagnosis of complex technical and general problem situations, fault analysis, decision-making and troubleshooting
• Independently performing problem resolution via remote service or on-site, as well as documenting the solution
• Technical consultation and support for customers, sales and management
• Preparing internal documentation, e.g., service orders, travel expense reports, etc.
• Working according to ISO processes and instructions

Field Service Engineer – Industrial Inkjet

Research Engineer

• Support the definition of all service requirements for products and features
• Contribute to the design of service delivery models, ensuring solutions can be installed, supported, and maintained efficiently
• Maintain and update service costing and planning tools, including detailed Excel-based models (e.g., WBS structures)
• Prepare service validation and readiness activities, including transition plans, service documentation and knowledge transfer
• Support the definition and maintenance of Customer Acceptance Test Plans for new features and changes
• Collaborate with engineering, product management, and service teams to ensure alignment across the lifecycle
• Help standardize and improve service packages used for quoting and project planning
• Monitor feedback from field implementations and contribute to continuous improvements

Enterprise Sales Director

Installation Specialist

Customer Support Analyst, Tier 1

Senior Customer Success Manager

Service Innovation Manager

Service Innovation Manager

Customer Support Analyst, Tier 1

Field Service Engineer – Industrial Inkjet

Service Innovation Engineer