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. Flexibity to travel in the Middle East region.