Senior Field Support Engineer ( PACS / RIS / Enterprise Imaging ) (Riyadh, SA)

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