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Accuray · 2 days ago

Field Service Engineer - St. Louis

United States

Full-time

Onsite

Senior Level

5+ years exp

Accuray is committed to making a direct and powerful impact on the lives of cancer patients through innovative treatment delivery systems. The Field Service Engineer will provide customer support through installation, troubleshooting, and maintenance of complex radiotherapy systems, ensuring optimal operational quality and customer satisfaction.

BiotechnologyHealth CareMedical Device

No H1B

Responsibilities

Provide installation, repair, upgrade, and maintenance support for TomoTherapy and CyberKnife systems located at assigned customer sites

Promote 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

Qualification

Field service experienceTroubleshooting skillsComputer skillsNetworking knowledgeMedical device experienceBachelor's degree in engineeringRobotics experienceElectro-mechanical systemsInterpersonal skillsPresentation skills

Required

Minimum 5 years' experience in field service, installation, and troubleshooting complex electronic equipment or bachelor's degree in with less field experience considered

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