AGFA HealthCare

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

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

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

Service Innovation Engineer

Client Services Representative

• Lead Agfa’s Healthcare IT Professional Services and Technical Support operations
• Develop a well-focused Services solution-oriented strategy and value proposition
• Ensure high-quality implementation and after sale support of Agfa IT products in North America
• Manage the Support Services operationally and commercially
• Be a Change Agent through organizational communication and motivation
• Oversee the safe and effective installation, configuration and support of Agfa HealthCare products
• Drive innovation through implementation of new technology and AI tools
• Educate existing customers on new releases and products
• Collaborate with internal organizations (R&D, Product Marketing, Sales)

VP Client Services

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 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

Project Manager

• Create and execute project work plans in accordance with project’s Statement of Work (SOW) and revise as appropriate to meet changing needs and requirements
• Identify and schedule internal and external resources to meet project plan objectives
• Manage activities of Project Team members, ensuring completion of assigned tasks in accordance with schedule, resources, cost, performance, and quality objectives
• Meet and collaborate with internal and external stakeholders to effectively communicate project expectations in a timely and clear manner to ensure project success
• Efficiently identify and solve project issues as they arise in a proactive manner
• Identify and manage project dependencies and the critical path
• Ensure all Agfa Healthcare quality documents required for the project’s deployment type are accurately completed, signed, and posted
• Meet on-time commitments for the project’s Service Acceptance and Final Acceptance

Senior Project Manager

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
• Coordinate with internal teams (support, product, services) to drive timely resolution and communication
• Identify root causes of issues and advocate for systemic improvements.
• Own customer retention and satisfaction for assigned accounts, including renewal planning
• Partner with sales to identify and execute cross-sell and upsell opportunities
• 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
• Track customer KPIs, satisfaction/relationship health scores, and risk indicators
• Prepare reports to present to clients and the leadership team
• Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores
• Establish priorities and collaborate cross-departmentally

Senior Customer Success Manager

Security Engineer

• Design our solution such that it meets modern security requirements.
• Identify and troubleshoot issues, and use that information to optimize our designs.
• Evaluate and select appropriate technologies, tools, and frameworks to build our products.
• Engage with our security officer, our customers’ IT staff, our local teams and product managers to define secure solutions.
• Create and maintain comprehensive documentation for architecture decisions, deployment strategies, and technical guidelines.

Security Architect

• Manage all AGFA imaging equipment in assigned territory
• To include timely troubleshooting and repair, preventative maintenance and execution of field service bulletins
• Assist peer Field Service Engineers (FSE) out of territory when needed and workload permits
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality and design issues back to US DR product team
• Work directly with Project Management and Installation Team to plan, execute and validate installations within assigned territory
• Work with sales in identifying DR prospects and provide technical support during pre and post sales activity
• Develop a close working relationship with the customer to provide assistance and guidance towards developing an action plan for additional AGFA sales (Service Maintenance Agreements, Upgrades, Professional Services, or new equipment)
• Installation, remedial and preventive maintenance of Agfa DR support and x-ray room experiences and other OEM products trained on
• Review of DR / IMAGING equipment operational function with the customer to meet training obligations during installations
• Perform DR / IMAGING and x-ray room experience is required
• Provides immediate response and prompt resolution to hardware and software problems to ensure customer uptime and satisfaction
• Develops DR / x-ray room solutions for technical problems by interfacing with hospital systems IT systems administrators, end user personnel and outside vendors and support teams
• Insures maximum DR / IMAGING uptime, performance and efficiency of all Agfa systems
• Installs software, hardware and executes performance analysis as needed for DR and imaging
• Defines DR / IMAGING problems, verifies defects in system, then applies fix, circumvention, or other probable reconciliatory techniques
• Escalations: Initiate and follow all issues DR / IMAGING escalation processes and to keep the customer and management informed as to the status of the escalation

Field Service Engineer

• Manage all AGFA imaging equipment in assigned territory
• To include timely troubleshooting and repair, preventative maintenance and execution of field service bulletins
• Assist peer Field Service Engineers (FSE) out of territory when needed and work load permits
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality and design issues back to US DR product team
• Work directly with Project Management and Installation Team to plan, execute and validate installations within assigned territory
• Work with sales in identifying DR prospects and provide technical support during pre and post sales activity
• Develop a close working relationship with the customer to provide assistance and guidance towards developing an action plan for additional AGFA sales (Service Maintenance Agreements, Upgrades, Professional Services, or new equipment)
• Installation, remedial and preventive maintenance of Agfa DR support and x-ray room experiences and other OEM products trained on
• Review of DR / IMAGING equipment operational function with the customer to meet training obligations during installations
• Perform DR / IMAGING and x-ray room experience is required
• Provides immediate response and prompt resolution to hardware and software problems to ensure customer uptime and satisfaction
• Develops DR / x-ray room solutions for technical problems by interfacing with hospital systems IT systems administrators, end user personnel and outside vendors and support teams
• Insures maximum DR / IMAGING uptime, performance and efficiency of all Agfa systems
• Installs software, hardware and executes performance analysis as needed for DR and imaging
• Defines DR / IMAGING problems, verifies defects in system, then applies fix, circumvention, or other probable reconciliatory techniques
• Escalations: Initiate and follow all issues DR / IMAGING escalation processes and to keep the customer and management informed as to the status of the escalation.

• Manage all AGFA imaging equipment in assigned territory. To include timely troubleshooting and repair, preventative maintenance and execution of field service bulletins
• Assist peer Field Service Engineers (FSE) out of territory when needed and work load permits
• Provide timely and detailed feedback on technology performance, reliability, serviceability, service quality and design issues back to US DR product team
• Work directly with Project Management and Installation Team to plan, execute and validate installations within assigned territory
• Work with sales in identifying DR prospects and provide technical support during pre and post sales activity
• Develop a close working relationship with the customer to provide assistance and guidance towards developing an action plan for additional AGFA sales (Service Maintenance Agreements, Upgrades, Professional Services, or new equipment)
• Installation, remedial and preventive maintenance of Agfa DR support and x-ray room experiences and other OEM products trained on.
• Review of DR / IMAGING equipment operational function with the customer to meet training obligations during installations
• Perform DR / IMAGING and x-ray room experience is required
• Provides immediate response and prompt resolution to hardware and software problems to ensure customer uptime and satisfaction
• Develops DR / x-ray room solutions for technical problems by interfacing with hospital systems IT systems administrators, end user personnel and outside vendors and support teams
• Insures maximum DR / IMAGING uptime, performance and efficiency of all Agfa systems
• Installs software, hardware and executes performance analysis as needed for DR and imaging
• Defines DR / IMAGING problems, verifies defects in system, then applies fix, circumvention, or other probable reconciliatory techniques
• Initiate and follow all issues DR / IMAGING escalation processes and to keep the customer and management informed as to the status of the escalation

• Problem-solving in a responsible and methodical manner whilst carrying out effective customer liaison skills to ensure total customer satisfaction.
• Produce accurate and sufficiently detailed reports to ensure that the customer is kept informed about the work and to satisfy H&S compliance record keeping.
• Observe and adhere to company health & safety guidelines and contribute to a healthy and safe working environment.
• The ability to manage your own schedule when required for field based installations, corrective actions, upgrades and preventative maintenance.
• Flexibility to work away from home as required.
• To manage return of equipment and parts in a compliant timely manner to ISO and WEEE procedures.
• To have an empathy to working within a medical environment.

Trainee Field Service Engineer

QA Engineer

• Develop, enhance and maintain automated test frameworks (UI, API, integration).
• Contribute automated tests across multiple layers, from unit to end‑to‑end scenarios.
• Perform functional, regression, performance, and compatibility testing.
• Collaborate with developers to ensure testability and integrate testing early.
• Participate in code reviews, including reviewing test-related production code.
• Identify, document and track defects effectively.
• Support CI/CD pipelines for continuous testing (e.g., Jenkins, GitHub Actions).
• Follow Agile/SAFe ceremonies and actively engage in cross-team collaboration.
• Apply AI‑assisted testing techniques, such as: Test generation and optimization support; Intelligent test selection and prioritization; Exploratory testing support through AI tools.
• Evaluate and adopt AI tools responsibly, ensuring correctness, explainability, and compliance.
• Contribute to refining and optimizing test strategy, including AI usage guidelines.

Service Innovation Manager

Service Innovation Manager

Customer Support Analyst, Tier 1

Field Service Engineer – Industrial Inkjet

Service Innovation Engineer

VP Client Services

Enterprise Sales Director

Senior Project Manager

Senior Customer Success Manager

Security Architect

Field Service Engineer

Field Service Engineer

Field Service Engineer

Trainee Field Service Engineer

Software Tester, Enterprise Imaging