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Service Development Engineer

2 months ago

Sunnyvale, United States Accuray Full time

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 Service Development Engineer in the Customer Support Team will ensure product support exists for installed base products of Accuray product lines worldwide. In this role you will ensure that Accuray product performance specifications can be maintained throughout the product lifecycle. This position actively participates on Research/ Development and Sustaining Engineering projects teams to ensure system serviceability. Service Development Engineering interfaces daily with all elements of the Accuray business.

Essential Duties and Responsibilities:

  • Responsible for developing, designing, and controlling instructions and informational tools needed to assure safe, appropriate, and effective service of medical device equipment.

  • Determine the clearest and most logical way to present information for greatest field service engineer comprehension.

  • Through engineering and process development ensure support exists for all Accuray products currently released and supported in the installed base.

  • Act as a liaison between the Accuray product development and manufacturing business areas and the field service organizations worldwide.

  • Participate in the launch of new products and develop support plans for implementation as well as participate in the obsolescence of discontinued products.

  • Participate on product development and sustaining engineering project teams to ensure that serviceability requirements are incorporated into new product designs.

  • Aid in the development of plans and strategies with Accuray cross-functional teams to support product inventory needs through the product life cycle.

  • Fully develop detailed service documentation for end users including service guides, service programs, technical bulletins etc.

  • Determine tool and test equipment needs for the field.

  • Routine communications to the Accuray service and sales organizations regarding product and service support issues.

  • Provide informal support (i.e. not on formal escalation path) when issues are escalated from the technical support helpdesk regarding product performance. This may include the participation on special teams that investigate product issues and the development of associated action plans.

  • Flexibility in schedule is required in this role to serve the needs of the customer or the organization. A traditional schedule will be the norm during most workdays.

  • Other duties as required.

  • Some travel may be required, less than 5%.

Qualifications:

a. Required:

  • A Bachelor of Science in Computer, Electrical Engineering, Computer Science or equivalent experience.

  • Proficient level of interpersonal communication skills, both written and oral.

  • Technical writing skills required.

  • Ability to work independently or on teams to complete projects on schedule.

  • An analytic approach to problem solving.

  • Candidate should be a strong team player with the ability to perform a wide range of tasks within a dynamic environment.

  • Ability to travel to Accuray customer and partner sites worldwide.

b. Preferred or Desired:

  • Working knowledge of design change control processes is a plus

  • Strong presentation skills are beneficial

  • Experience with PLM systems such as Agile

  • Knowledge of medical device system, particularly large capital equipment systems

  • Knowledge of computer hardware, operating systems (Windows, Linux), application software, databases and RAID configuration experience along with computer network architecture is a plus.

  • Knowledge of medical device regulations (ISO13485, FDA 21CFR820, etc)

  • Familiarity of DITA authoring tools and techniques

#LI-BB1

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.

Accuray Pay Transparency Statement:

Accuray pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Accuray Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, future potential and internal pay parity.