AGFA HealthCare Baie-Comeau, QC, CANADA; Sept-Iles, QC, CANADA
In Canada, we are the market leaders of PACS and Regional and Provincial Projects which include deployment of large archive repositories and networks show casing unprecedented levels of service and reliability. No wonder our competitors are watching our every move.
We are currently recruiting for the following:
Technical Service Representative: Quebec (Baie-Comeau or Sept-Iles)
As a first point of contract with our customers, this role will provide critical support, installations, and maintenance support for Agfa HealthCare software and medical imaging equipment at key customer locations within Atlantic Canada. This position is accountable for effectively managing the customer accounts as assigned.
Key Accountabilities:
* Ensures customer satisfaction and support, while actively promoting all Technical and Professional Service offerings with a focus on continuous improvement
* Provides on-site support of product installations, upgrades and escalations of customer service issues.
* Coordinates the escalation process, documenting all procedural steps and pursuing solutions to critical accounts in concert with required stakeholders (Global Support Centre, Technical Support, Product Management, etc).
* Documents all service calls and time reports on a daily basis, expenses on a monthly basis for customer support work, following established procedures for report submission to the regional office.
* Gathers data for reports and recommendations by performing field audits, analysis of service repair reports, complaints and user experience dialogues.
* Develops and provides timely and detailed feedback reports on technological performance, reliability, serviceability, service quality issues and customer needs/expectation.
* Performs field evaluations of new and commercial equipment performance, beta tests and upgrade programs for the region and reports results and recommendations.
Required Qualifications:
* Excellent communication skills and customer service orientation
* Bilingual in both French and English an asset
* Knowledge of UNIX & Solaris operating systems; SQL, Oracle, Storage Solutions, networking concepts are preferred
* Knowledge of healthcare imaging technologies, hospital information systems and radiology information systems would be an asset
* Solid IT support knowledge including Windows and Solaris operating systems, Data Migration and System Error Analysis
* A post secondary education in electronics, computers, or similar IT related fields
* Available for stand-by & on-call duties
* Able to travel 50% of the time
* Able to travel on occasion outside Canada (passport required)
Qualified applicants are invited to submit a resume to: hr_toronto@agfa.com
Please indicate in subject line of email: Technical Service Rep – Quebec
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