Job Summary (Main responsibilities):

This position primarily provides the remote support requirements of the HealthCare Division, to ensure achievement of customer satisf and to drive efficient service delivery. The role includes diagnostic analysis & escalation management, as well as some onsite support of systems to resolve ongoing issues or to assist with first time upgrades or installations. Flexible working hours are necessary, with weekend shifts & some after hours efforts required to carry out service/support work and to deliver the provision of a continuous ‘follow the sun’ service in conjunction with other global teams.


Key Responsibilities:

Manage Remote Support calls for Agfa HealthCare customers
Provide support to ASPAC service teams with new product installations, integration, & upgrade support of Agfa HealthCare systems
Attend product training courses and maintain an expert working knowledge of targeted products
Occasionally travel throughout the region as directed, when needed to carry out duties
Participate and liaise with Regional Service teams
Conduct training programs on specified products using specialist knowledge to ensure that attendees are competent and confident
Manage Customer relationships to deliver excellence in customer satisf
Build relationships with local & global teams
Identify & communicate opportunities for process improvement within the Global Support organization
Maintain and use support tools
Follow local and global quality assurance and work instructions including strict adherence to Security policies, Guidelines and Global Support methodologies, processes and KPI’s
Liaise with FSE’s, Sales Managers and Customers to ensure all parties are informed of issue resolution or escalation and manage call queues on specialised product/s
Participate in Follow-the-Sun operations of the Global Support Network organization


Key relationships
Customers
ASN/GSN team members
Sales teams
Field Service Engineers
Other Global service team members
Customer Call Centre
Project Managers
OEM Support groups,
Third party service providers
Marketing Managers
Applications teams

What success will look like in 2 years (performance measures):
Consistent delivery of performance KPI’s ensuring customer satisf
Development and delivery of high quality classroom training courses
High competency levels in product specialisations
Positive relationships built with all key contacts

Agfa HealthCare Service to be recognised as an industry leader in service delivery

Required competencies & skills

Strong interpersonal skills and customer service focus
Excellent communication skills (verbal and written)
Positive attitude, proactive, self starter, and results oriented
Continuous learning orientation keeps abreast of new and emerging technologies and markets
Expert IT knowledge (Networks, UNIX / Win NT, Applications & Database management.)
Product, Customer and Team orientated
Fluency in both written & spoken English, Mandarin and any other Asian language desirable.

Required qualifications & years/type of experience
Tertiary qualifications in Computer Science or Electronics / Telecoms Engineering
Minimum of 3 years remote & hands-on support, maintenance, administration & implementation of integrated digital solutions, electronic & electro-mechanical hardware in a networked environment

Agfa醫(yī)療有著百年歷史。隨著科技的進步，其數(shù)字化影像處理技術(shù)及產(chǎn)品也得到日新月異的發(fā)展。代表醫(yī)學圖像處理行業(yè)基準的愛克發(fā)，依靠其經(jīng)驗和專門技術(shù)的完美結(jié)合，提供了最高標準的醫(yī)療解決方案。作為在歐洲獨占鰲頭的圖像存儲及通訊系統(tǒng)市場的領(lǐng)導者，Agfa在歐洲擁有 300 多臺影像存儲及通信系統(tǒng)裝置，在世界各地共擁有850多臺；憑借其戰(zhàn)略上的領(lǐng)導能力，愛克發(fā)成為多項 Frost & Sullivan 獎的大贏家。
尤其是在醫(yī)療產(chǎn)品方面，Agfa還被譽為影像存儲及通訊系統(tǒng)（PACS）和放射科信息系統(tǒng)（RIS）的供應商和整合專家，Agfa醫(yī)療分別推出了數(shù)字化醫(yī)學成像系統(tǒng)、計算機放射成像系統(tǒng)(CR)以及醫(yī)學影像管理信息系統(tǒng)（PACS），這些產(chǎn)品在全球范圍內(nèi)得到廣泛應用。
以整個醫(yī)院為范圍，在放射方面取得成功的基礎(chǔ)上，Agfa將其醫(yī)療保健業(yè)務擴展為以整個醫(yī)院為范圍的解決方案，這些解決方案可以將沒有聯(lián)系的各個部門的信息轉(zhuǎn)換成一個集成的網(wǎng)絡(luò)。憑借在整個醫(yī)療保健領(lǐng)域的經(jīng)驗和諸多大小不一機構(gòu)，Agfa可以幫助醫(yī)院和醫(yī)療保健機構(gòu)進行規(guī)劃、實施和集成，以使臨床和管理進程最優(yōu)化，并創(chuàng)建全院范圍內(nèi)的系統(tǒng)。作為無可非議的中間連接性和集成專家，Agfa的解決方案覆蓋并連接了當前的IT 基礎(chǔ)設(shè)施以發(fā)揮已有的模式和技術(shù)的優(yōu)勢，并創(chuàng)建無縫的信息流。我們以患者為中心的方法給工作人員提供了護理過程中患者的綜合情況，也更容易做出實時決定。我們的解決方案將信息轉(zhuǎn)變?yōu)橹R，使醫(yī)療專家，醫(yī)院管理和醫(yī)療保健實施組織可以更好的照料患者，還可以提高財務效益和操作效率。