Technical Support Engineer
Accuray Incorporated
há 2 dias

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.

OUR VISION AND MISSION is to work passionately to create a future without the fear, pain or human suffering of cancer. We pursue this by developing precise, innovative tumor treatment solutions that empower clinicians and help cancer patients live longer, better lives.

Accuray develops, manufactures and sells radiotherapy systems that make cancer treatments shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Our radiation treatment delivery systems in combination with fully-integrated software solutions set the industry standard for precision and cover the full range of radiation therapy and radiosurgery procedures.

Technical Support Engineer Latin America

Summary :

The 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, but will provide a high degree of emphasis and proactive focus to the sites within the Latin American Region.

This role will actively monitor and provide remote and on-site support to the Accuray distributors in Latin America and will work with other members of the technical support and headquarters engineering teams to ensure a high level of equipment performance and customer satisfaction is achieved.

This position will support the training and development plans for Latin America distributor field service engineers and will have a strong dotted-

line reporting relationship with the commercial leadership of the Latin America region. An individual in this position must be able to multitask, communicate effectively and operate with a high sense of urgency.

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.

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

Track and review system related issues reported by Latin American customers / distributors and provide any additional coordination necessary to resolve issues in an efficient and timely manner.

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.

Support the evaluation of technical capabilities of distributor FSEs and develop appropriate formal and informal training plans in conjunction with field service management and headquarters-

based service training teams

Provide additional support during installation, specialized repair procedures and upgrades

Participates in the resolution of customer concerns and defining a customer contact strategy

Facilitate routine technical forums with the Latin America field service team members in concert with global technical support, engineering, and service management teams to provide training, knowledge transfer, upgrades, discuss issues observed in other regions, 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.

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.

Job Requirements :

Bachelor’s degree (BSEE or equivalent field experience)

Minimum of 5 years experience in field service, technical support or related field

Fluency in English and Spanish, both written and spoken.Portuguese is a plus.

Excellent interpersonal and communication skills with the ability to communicate with employees and customers at all levels

Previous leadership experience in a customer-facing role.Management experience is a plus.

Based in Brazil with access to and willing to travel extensively throughout U.S. and Latin America

Previous technical experience with Accuray products a plus.

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. Accuray is an EO employer Veterans / Disabled and other protected categories.

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