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医疗有着百年历史。随着科技的进步，其数字化影像处理技术及产品也得到日新月异的发展。代表医学图像处理行业基准的爱克发，依靠其经验和专门技术的完美结合，提供了最高标准的医疗解决方案。作为在欧洲独占鳌头的图像存储及通讯系统市场的领导者，Agfa在欧洲拥有 300 多台影像存储及通信系统装置，在世界各地共拥有850多台；凭借其战略上的领导能力，爱克发成为多项 Frost & Sullivan 奖的大赢家。
尤其是在医疗产品方面，Agfa还被誉为影像存储及通讯系统（PACS）和放射科信息系统（RIS）的供应商和整合专家，Agfa医疗分别推出了数字化医学成像系统、计算机放射成像系统(CR)以及医学影像管理信息系统（PACS），这些产品在全球范围内得到广泛应用。
以整个医院为范围，在放射方面取得成功的基础上，Agfa将其医疗保健业务扩展为以整个医院为范围的解决方案，这些解决方案可以将没有联系的各个部门的信息转换成一个集成的网络。凭借在整个医疗保健领域的经验和诸多大小不一机构，Agfa可以帮助医院和医疗保健机构进行规划、实施和集成，以使临床和管理进程最优化，并创建全院范围内的系统。作为无可非议的中间连接性和集成专家，Agfa的解决方案覆盖并连接了当前的IT 基础设施以发挥已有的模式和技术的优势，并创建无缝的信息流。我们以患者为中心的方法给工作人员提供了护理过程中患者的综合情况，也更容易做出实时决定。我们的解决方案将信息转变为知识，使医疗专家，医院管理和医疗保健实施组织可以更好的照料患者，还可以提高财务效益和操作效率。