Senior Field Support Engineer ( PACS / RIS / Enterprise Imaging )

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. F lexibity to travel in the Middle East region.