Technical Support Engineer
Madison, WI 
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Posted 19 days ago
Job Description

Give hope. Give health. Make your mark in the fight against cancer.

At Accuray, we make a direct and powerful impact on the lives of cancer patients every day - helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer - helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.

Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makestreatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Job Description

Summary:

The Global Technical Support Engineer position is responsible for providing advanced troubleshooting support for the installed base of TomoTherapy, Radixact and CyberKnife systems. This position will function within Accuray's Global Technical Support team, providing remote support and detailed action plans to field service engineers and customers around the globe. Responsibilities will also include providing critical feedback to product development teams on design/reliability improvement needs, systemic issues, service improvements and user experience input from end users and field service teams. In addition to providing expert level technical support, this role will also improve the overall strength/knowledge of the field service team by partnering with the field service management team. An individual in this position must be able to multitask, communicate effectively and operate with a high sense of urgency.

This position will work an 8-hour shift within 0700-2100 central time, as determined by the hiring manager. It will support the on-call rotation for weekends and holidays.

Essential Duties and Responsibilities:

  • The TSE's primary objective is to improve the measurable performance and customer satisfaction of the installed base including, but not limited to: up-time, error rates, mean time between unscheduled events and customer satisfaction.

  • Provide remote support and detailed action plans to field service engineers and customers around the globe via phone, email and text.

  • Actively monitor and manage service and escalations for the global installed base through the global service escalation workflow.

  • Direct communication between the field, engineering and management to ensure that a clear path for resolution is defined and understood.

  • Utilize remote diagnostic and service-software tools to ensure prompt issue identification and resolution.

  • Assist the service team with managing critical sites that have had extensive issues and/or are high visibility customers including on-site system audits

  • Contribute to service improvement projects as a resource that will provide data, data analysis, documentation updates and/or investigation assistance.

  • Promote customer satisfaction in Accuray products through ownership of issues escalated to the global technical support team, working with other team members/regions to share knowledge and working with a sense of urgency.

  • Facilitate routine Technical forums with the global service teams to provide training, knowledge transfer, upgrades, discuss issues observed in other regions, and review Technical Tips and Service Bulletins.

  • Must be available at times to travel to critical sites on short notice to help support escalated issues and customer satisfaction.

  • Contribute to service improvement projects as a resource that will provide data, data analysis, documentation updates and/or investigation assistance.

Qualifications:

a. Required

  • Must possess a valid driver's license and good driving record.

  • Strong verbal and written communication skills.

  • Excellent critical thinking and problem-solving skills.

  • Hands-on experience with electronic test equipment including; DVM, Oscilloscope, Spectrum Analyzer, etc.

  • Experience in basic administration of Windows-based computer software, including strong Microsoft Office application skills.

b. Preferred or Desired

  • Technical certificate or Bachelor's degree in engineering or physics and at least 2 years of experience in the Medical device support industry. An advanced technical degree is a plus.

  • Field service experience with TomoTherapy and CyberKnife products.

  • Experience with networking, Linux and common IT platforms is desired.

  • Knowledge of TCP/IP, FTP, RDP, and Telnet. PERL and Unix is a plus.

  • Experience with ERP systems and Salesforce.

#LI-ML1

#LI-Remote

To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.

EEO Statement

At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top - and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin - including individuals with disabilities and veterans.


We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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