AGFA HealthCare

Account Executive

• Achieve annual Order Intake and Sales plans for DR and imaging portfolio products
• Collaborate with field sales support teams through onsite meetings, presentations and virtual meetings
• Develop consultative sales relationships with key customer influencers, management and executive leadership
• Adhere to and promote a strategic selling process for winning new business
• Monitor industry trends and competition and share insights with leadership and stakeholders
• Maintain customer satisfaction, credibility and confidence through account management strategies
• Meet or exceed revenue objectives while positioning the integrated Agfa offering
• Prepare and execute strategic account plans and business plans
• Improve forecast and funnel-report accuracy and high-level selling effectiveness
• Expand relationships with Radiology Directors, CFOs, COOs and Purchasing stakeholders
• Provide customer and market intelligence to marketing and product development teams
• Develop personal selling skills and technical proficiency in clinical applications
• Coordinate third-party partners and host site visits and onsite demonstrations
• Set customer expectations and manage internal and customer communications for seamless implementation
• Manage expenses to budget and uphold teamwork, safety, ethics, diversity, quality-system, business-process and Code of Conduct standards
• Travel to customer sites, sales meetings and tradeshows as required

Field Engineer

• Manage all AGFA imaging equipment in the assigned territory
• Troubleshoot and repair equipment, perform preventative maintenance, and execute field service bulletins
• Assist peer Field Service Engineers outside the territory when needed
• Provide feedback on technology performance, reliability, serviceability, service quality, and design issues to the US DR product team
• Plan, execute, and validate installations with Project Management and the Installation Team
• Support sales during pre- and post-sales activities and identify DR prospects
• Develop customer relationships and action plans for additional AGFA sales, including service agreements, upgrades, professional services, and new equipment
• Install, remediate, and maintain Agfa DR support, x-ray room systems, and trained OEM products
• Review equipment operation with customers and fulfill training obligations during installations
• Respond to and resolve hardware and software problems to ensure customer uptime and satisfaction
• Develop technical solutions by interfacing with hospital IT administrators, end users, vendors, and support teams
• Maximize uptime, performance, and efficiency of Agfa systems
• Install software and hardware and perform performance analysis
• Define problems, verify system defects, and apply fixes or workaround techniques
• Initiate and follow DR/imaging escalation processes and keep customers and management informed
• Assist with customer system installations, upgrades, and implementation activities

Field Service Engineer

Manager

• Own and continuously improve the Configuration Management process
• Ensure Configuration Item records remain accurate, complete, and up to date throughout their lifecycle
• Manage, maintain, and enhance the Configuration Management Database, including data structures, standards, and governance controls
• Support Change Management by ensuring configuration data is available, accurate, and aligned with approved changes
• Conduct configuration audits and verification activities to ensure compliance and data accuracy
• Monitor and improve data integrity and quality across configuration and asset records
• Coordinate with internal stakeholders, business units, vendors, and service providers to maintain accurate configuration information
• Validate and reconcile managed Configuration Items with Agfa business units
• Ensure timely tracking and return of leased devices to leasing companies
• Produce governance reports, metrics, and compliance reporting related to configuration and asset management
• Manage configuration-related escalations and ensure timely resolution
• Act as backup for the Change Manager when required

Configuration Manager

• Lead and continuously improve the global Problem Management process
• Coordinate problem investigations across internal teams, service providers, and technology partners
• Drive Root Cause Analysis (RCA) activities for recurring and major incidents
• Ensure identification, tracking, and implementation of permanent corrective actions
• Facilitate collaboration between technical teams to resolve complex and cross-functional problems
• Provide regular status updates and reporting to business stakeholders and leadership
• Manage escalations related to problem investigations and resolution activities
• Lead post-incident reviews and identify opportunities for continuous service improvement
• Perform trend analysis, reporting, and metrics tracking to proactively identify improvement opportunities
• Act as backup for the Incident Manager when required
• Reduce operational risk, improve service performance, and enhance service stability across Agfa's global IT landscape

Problem Manager

IT Support

• Own and continuously improve the global IT Change Management process
• Assess, classify, and evaluate changes, including risk and business impact analysis
• Coordinate and manage changes across multiple vendors and managed service providers
• Lead Change Advisory Board (CAB) meetings and facilitate approval processes, including emergency change procedures
• Maintain and communicate the 12-month rolling maintenance calendar
• Plan, schedule, and coordinate changes across infrastructure, applications, and services
• Monitor change performance, reporting metrics, and SLA compliance
• Conduct post-implementation reviews and drive continuous process improvement initiatives
• Manage stakeholder communications and change-related escalations
• Act as backup for Configuration Management activities when required

Change Manager – IT

• Own and continuously improve the global Service Request Management process
• Ensure efficient and timely fulfillment of service requests according to agreed service levels
• Manage and maintain the IT Service Catalogue
• Coordinate complex service requests involving multiple teams and service providers
• Monitor service request performance, identify trends, and drive improvements through reporting and analytics
• Collaborate with suppliers and internal stakeholders to optimize service delivery and request fulfillment
• Drive automation initiatives to improve efficiency, reduce manual effort, and enhance user experience
• Establish and maintain governance controls for compliance with IT Service Management standards and policies
• Develop and maintain process documentation, service request workflows, and operational procedures
• Act as backup for the Change Manager when required

Service Request Manager

• Lead and govern the global Incident Management process
• Manage major incidents and coordinate activities required to restore services quickly
• Organize and facilitate Major Incident bridge calls with technical teams, vendors, and business stakeholders
• Coordinate incident resolution across internal teams and external service providers
• Monitor and drive resolution of aging incidents, ensuring SLA compliance and timely closure
• Provide status updates to business stakeholders and leadership teams
• Manage escalations and engage technical and management resources
• Conduct post-incident reviews and identify service improvement opportunities
• Prepare and maintain incident management reports, metrics, and performance dashboards
• Serve as backup for the Problem Manager when required
• Minimize business impact and drive continuous improvement across the IT service landscape