Job Description

#

Senior Field Support Engineer

Role Overview

The Senior Field Support Engineer is responsible for managing and supporting customers within the assigned territory by delivering

remote and on-site hardware and software support

, as well as participating in

system implementation and ongoing project activities

for Agfa HealthCare solutions.

This role provides day-to-day technical service and support for

Agfa and third-party systems

, ensuring high system availability, performance, and customer satisfaction. The position plays a key role in promoting Agfa service offerings while continuously improving internal systems, processes, and service quality.

Key Responsibilities

Perform

installation, corrective, and preventive maintenance

for Agfa and trained OEM products Deliver

remote and onsite technical support

to ensure maximum system uptime Strong knowledge of

healthcare integration standards

(HL7, DICOM, IHE) Apply

hardware, storage, virtualization, and system administration

skills Diagnose, troubleshoot, and resolve complex

hardware and software issues

Interface with

hospital IT teams, system administrators, end users, vendors, and internal support teams

Execute system upgrades, patches, performance tuning, and routine maintenance Analyze system defects and apply fixes, workarounds, or permanent solutions Manage

technical escalations

, ensuring timely communication with customers and management Maintain accurate and timely

service documentation and issue tracking

Negotiate satisfactory resolutions with stakeholders at all levels (technicians, radiologists, physicists, and management) Ensure compliance with

Agfa quality standards, best practices, and technical procedures

Meet customer requirements in line with

SLA commitments

Stay current on

Agfa HealthCare products, solutions, and technologies

Experience

5+ years

of experience in a technical customer support role Proven experience supporting

mission-critical IT systems

Experience with

PACS, RIS, and Enterprise Imaging

solutions is highly preferred

Required Skills & Competencies

Strong knowledge of: + Networking concepts + Operating systems (

Linux & Windows

)
+ Databases (

Oracle, SQL

)
+ IT security principles
Experience with

Agfa solutions or comparable PACS/RIS/EI platforms

Excellent

analytical, troubleshooting, and problem-solving skills

Strong verbal, written, and interpersonal communication skills Proven

time management and organizational skills

Ability to adapt to change and manage multiple priorities Strong customer service orientation with internal and external stakeholders Solid understanding of: + Technical services operations + Healthcare IT environments
+ Product lifecycle and deployment processes
Willingness to travel

30-50%

, depending on business needs.

Location:

Riyadh, Kingdom of Saudi Arabia.

Flexibity to travel in the Middle East region.