Note: The job is a remote job and is open to candidates in USA. Accuray is committed to innovation in the fight against cancer, providing impactful solutions for patients. The Field Service Engineer will deliver customer support through installation, troubleshooting, and maintenance of complex radiotherapy systems while ensuring customer satisfaction and effective communication with internal teams.
Responsibilities
- Provide installation, repair, upgrade, and maintenance support for TomoTherapy and CyberKnife systems located at assigned customer sites
- Promoting customer satisfaction through the timely response to customer calls, clear and effective communications with internal and external customers, professional appearance, and efficient repair/maintenance activities
- Maintain regular communication with direct manager, peer field personnel, and commercial team members for any customer matters requiring attention
- Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimized
- Support is provided to the customer remotely by phone, internet and by onsite visits, as determined by the machine status or customer requirements Maintain complete and timely documentation of work activities
- Initial review of customer issues, such that customer concerns with product performance and safety are quickly communicated to Accuray for appropriate review and handling
- Assist in the training of other Customer Support staff, and customer or site personnel with respect to maintenance and service activities, as required
- Work with other FSEs and/or Customer Support Staff on CyberKnife or TomoTherapy products as required
- Appropriate care of parts inventory and prompt return of replaced parts that are required to be returned to Accuray for processing
- Appropriate management and timely completion of expense reports incurred in the field for customer service or company required travel and/or training
- Assist in the review and development of service documentation
- Assist in identification and development of field support tools and test equipment
- Maintain company vehicle (if provided) in accordance with Accuray fleet vehicle policy, including safe operations, vehicle cleanliness and vehicle maintenance
- Willing to travel up to 25% outside of assigned service area, sometimes with little notice
- Provides feedback for service-related product improvements
- Assist in the development, documentation, and testing of service tools and design updates to the product
- Support project team activities, with attendance at team meetings, representation of field service requirements
Skills
- Minimum 5 years' experience in field service, installation, and troubleshooting complex electronic equipment or bachelor's degree in with less field experience considered
- Successful candidates will demonstrate an ability to be a self-starter and have the ability to work without close supervision, be able to successfully schedule, organize and conduct field service activities in assigned territory
- The demonstrated ability to communicate complex information to a wide range of audiences including executive level management
- Strong system level troubleshooting skills
- Strong computer skills with an understanding of basic networking
- Strong interpersonal and presentation skills
- Ability to lift up to 50 pounds and work in a physically active environment
- Previous experience in large medical device field service strongly preferred
- Former military experience a plus
- Bachelor's degree in engineering
- Knowledge of medical linear accelerator or microwave RF systems and computer networks preferred
- Robotics and or electro-mechanical systems service experience preferred
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