Service Technical Trainer

Agfa US Corp; Greenville (SC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Career development

Friendly work environment

Job summary

Agfa Radiology seeks a Service Technical Trainer to join our Greenville, SC team. The role focuses on delivering training for digital radiography products, maintaining training center equipment, and providing escalated support to customers, field engineers, and sales.

The ideal candidate has 10+ years in technical customer support or training, strong X-ray/DR product knowledge, and the ability to work in a collaborative, virtual environment. Domestic travel may be required.

Qualifications

• Degree or diploma in a technical field or equivalent experience.
• 10+ years in technical customer support or field service.
• Experience delivering X-ray DR product training.
• Strong communication and documentation skills.
• Willingness to travel up to 1 week per month.

Responsibilities

• Provide knowledge transfer and training on the product line.
• Manage Greenville training centre equipment.
• Provide escalated support for AGFA’s DR product line to teams.
• Offer telephone and remote access support to customers and field resources.
• Manage escalations to Tier 2 and Development as needed.
• Participate in regional launch discussions for service readiness.
• Attend critical account calls and provide escalation status updates.
• Travel up to 1 week per month as necessary.
• Log calls and training centre issues using Help Desk software.
• Conduct on-site customer visits for escalated support.

Skills

Technical training

X-ray DR knowledge

Communication

Customer support

Documentation

Networking basics

Education

Degree or diploma in a technical field

10+ years in technical customer support/training

Tools

X-ray imaging systems

Remote support tools

Job description

The Agfa-Gevaert Group develops, produces and distributes an extensive range of imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications.

Agfa Radiology is a leading global provider of advanced imaging and healthcare IT solutions, specializing in digital radiography and medical imaging systems. The company develops and supplies high-quality products for hospitals and healthcare facilities, including digital X-ray systems, imaging software, and integrated radiology solutions. With a strong focus on innovation and patient care, Agfa Radiology enhances diagnostic workflows and enables improved clinical outcomes through its cutting-edge technology and services. The company is part of the broader Agfa-Gevaert Group, which has a long-standing reputation in imaging and information technology across various industries.

Agfa Radiology is looking for a Service Technical Trainer to join our growing team. This position will be based out of our Greenville SC office.

Location:

• Greenville SC (on site)

What You’ll Do:

• Provide knowledge transfer and training with regard the product line.
• Manage and maintain Greenville training centre equipment.
• Provide escalated support for AGFA’s DR product line to team members and field resources.
• Provide telephone and remote access, consultation and technical expertise to Agfa customers, Field Engineers, Sales and Implementation Team.
• Manage escalations, complaints to Tier 2 and Development, and follows through as point of contact to higher-level support teams.
• Participate in Regional Launch discussions re the Service/Support readiness of your product specialities as required.
• Provide Escalation Management and Support to Regional and Zone Service Management by attending Critical Account Calls and providing feedback on escalation status.
• Must be eligible to travel (1 week per month if necessary)
• Utilize Help Desk computer software for call logging and tracking for both customer issues and Training Centre equipment issues.
• Participate in on site visits at customer sites to provide escalated support when necessary.

Who You Are:

• Degree or diploma or experience in a technological field or an equivalent combination of education and experience.
• 10+ years' work experience in a technical customer support, field service or Bio-medical role with a company focused on X-ray delivery, service support or training.
• Experience delivering X-ray DR Product Training a plus.
• Strong technical experience and the ability to work with teams in a virtual environment.
• Knowledge of networking and operating systems associated with X-ray and DR products.
• Excellent communication and customer service skills.
• Ability to work independently and take initiative when appropriate, keeping supervisors informed and maintaining good documentation.
• Analytic and solution driven.
• Eligible to travel when necessary.

(Agfa) Our Values:

Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)

Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams' benefits)

Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).

Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

AtAgfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.