IT Field Service Engineer

AGFA Healthcare is currently looking for an IT Field Service Engineer PACS / RIS, based in Madrid, who will be in charge of dedicated on-site support for Clients/Contracts that require continuous support. As the first point-of-contact of Agfa on-site, the role must deliver consistent, professional and quality service. The IT Field Service Engineer is responsible of identifying and receiving incidents on-site, and report/escalate them accordingly within the Service Organization. As IT Field Service Engineer Spain you are responsible for: - System Administration & Operational Integrity Manage the daily operation, configuration, and stability of enterprise imaging applications, including PACS, RIS, Voice Recognition (e.g., Nuance), and post-processing tools. Ensure high system availability and optimal performance to support 24/7 diagnostic workflows across Radiology service lines. - Image Workflow & Data Management Monitor the complete lifecycle of digital image data (DICOM) from acquisition to archival. Proactively identify and resolve data integrity issues, such as exception handling, patient data corrections, and unread study reconciliation, ensuring the Medical Record accurately reflects clinical activity. - Technical Support & Incident Resolution Serve as the first line of defence for troubleshooting hardware, software, network, and user faults. Provide timely resolution to technical incidents and participate in a rotational on-call schedule (nights, weekends, holidays) to guarantee continuous support for critical care facilities. - User Training & Adoption Design and implement training programs for new and existing staff (Radiologists, Technologists, Physicians). Serve as a preceptor/mentor to ensure users are proficient in system functionality, promoting best practices and maximizing the utilization of available technology. - Project Management & Process Improvement Collaborate with cross-functional teams to plan and execute system upgrades, integrations, and new implementations. Conduct workflow analysis to identify bottlenecks, proposing and executing technical solutions that enhance operational efficiency and clinical outcomes. - Revenue Cycle & Administrative Compliance Perform charge capture reconciliation by auditing procedure codes against performed exams to ensure accurate billing. Generate and analyze statistical reports regarding system utilization, exam volume, and compliance for departmental leadership. - Vendor & Interdepartmental Liaison Act as the primary liaison between clinical end-users, internal IT infrastructure teams, and third-party software vendors. Coordinate maintenance schedules, manage vendor support tickets for complex issues, and translate clinical requirements into technical specifications. - Strategic Analysis & Documentation Maintain comprehensive system documentation (diagrams, policies, procedures). Analyze key performance metrics and present deliverables (reports, presentations) to

leadership to support strategic decision-making regarding technology investments and resource allocation. - Ensuring contract fulfilment in terms of on-site support (SLA) - Operational Autonomy: The incumbent is expected to perform tasks independently without the need for routine oversight - Cross-Functional Liaison: The role functions as the primary liaison between clinical end-users (Radiologists, Technologists, Physicians), internal IT teams, and external third-party vendors. - Ensuring a closed contact with customer surveying real improvement needs on whole installation - Commanding new versions roll-out from an APP perspective (go-live support) What you bring to the table: DEGREE - IT Engineer or similar EXPERIENCE - 3-5 years expertise managing complex customers and hospital workflow LANGUAGES - Spanish and English KNOWLEDGE - Clinical Workflow Expertise: Deep understanding of Radiology and Cardiology department processes, including patient lifecycle management from scheduling (RIS) to image acquisition (Modality) and reporting (PACS/Voice Recognition). - Healthcare Integration: Comprehensive knowledge of how PACS integrates with Hospital Information Systems (HIS), Radiology Information Systems (RIS), and Electronic Health Records (EHR). - Medical Terminology & Compliance: Familiarity with medical terminology, anatomy, and CPT/diagnostic codes necessary for charge capture reconciliation. Understanding of HIPAA regulations and patient data privacy standards (EU) - Project Methodology: Familiar to project management principles (planning, risk assessment, documentation) applicable to IT implementations in healthcare. TECHNICAL SKILLS - Imaging Standards: Expert-level proficiency in DICOM 3.0 (connectivity, tagging, troubleshooting) and HL7 messaging standards. FHIR is a plus. - Core Systems: Hands-on experience with enterprise imaging platforms. - Voice Recognition: Advanced administration of dictation systems - IT Infrastructure: Ability to troubleshoot diagnostic workstations, high-resolution monitors, network connectivity issues, and server-side configurations. SOFT SKILLS - Analytical Problem-Solving: Exceptional ability to diagnose complex technical issues under pressure and identify root causes to prevent recurrence. - Communication: Superior verbal and written communication skills, with the ability to articulate technical concepts to non-technical clinical staff (physicians, technologists) and leadership. - Autonomy & Initiative: Demonstrated ability to work independently with minimal supervision, prioritize tasks in a dynamic environment, and lead continuous improvement initiatives. - Service Orientation: A strong collaborative mindset with a focus on end-user training and customer service. Willingness to serve as a mentor/preceptor to new team members. - Flexibility: Adaptability to changing priorities and willingness to support operations outside of