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醫療有著百年歷史。隨著科技的進步，其數字化影像處理技術及產品也得到日新月異的發展。代表醫學圖像處理行業基準的愛克發，依靠其經驗和專門技術的完美結合，提供了最高標準的醫療解決方案。作為在歐洲獨占鰲頭的圖像存儲及通訊系統市場的領導者，Agfa在歐洲擁有 300 多臺影像存儲及通信系統裝置，在世界各地共擁有850多臺；憑借其戰略上的領導能力，愛克發成為多項 Frost & Sullivan 獎的大贏家。
尤其是在醫療產品方面，Agfa還被譽為影像存儲及通訊系統（PACS）和放射科信息系統（RIS）的供應商和整合專家，Agfa醫療分別推出了數字化醫學成像系統、計算機放射成像系統(CR)以及醫學影像管理信息系統（PACS），這些產品在全球范圍內得到廣泛應用。
以整個醫院為范圍，在放射方面取得成功的基礎上，Agfa將其醫療保健業務擴展為以整個醫院為范圍的解決方案，這些解決方案可以將沒有聯系的各個部門的信息轉換成一個集成的網絡。憑借在整個醫療保健領域的經驗和諸多大小不一機構，Agfa可以幫助醫院和醫療保健機構進行規劃、實施和集成，以使臨床和管理進程最優化，并創建全院范圍內的系統。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 基礎設施以發揮已有的模式和技術的優勢，并創建無縫的信息流。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變為知識，使醫療專家，醫院管理和醫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。