Cancer Treatment Support Specialist

3 weeks ago

Madison, Wisconsin, United States Accuray Full time

About Us

At Accuray, we're dedicated to developing innovative cancer treatment solutions that give new hope and health to patients worldwide.

We create radiotherapy systems for alternative cancer treatments, making therapy shorter, safer, personalized, and more effective. Our team is passionate about helping cancer patients live longer, better lives.

Job Role Overview

Field Service Engineer Position - New England Remote Opportunity

This role involves providing on-site and remote technical support for TomoTherapy and CyberKnife customers, ensuring timely responses due to the medical therapy's nature. You'll manage and resolve customer equipment issues, working with customer-employed service personnel as needed.

As a Field Service Engineer, you'll support multiple sites within your geographical location. Engineers may work non-traditional hours, including weekends, with limited notice due to the emergent nature of service work. Regular work schedules are determined by a combination of Accuray's service obligations and customer needs, subject to change as needs arise.

Key Responsibilities:
  • Provide installation, repair, upgrade, and maintenance support for TomoTherapy and CyberKnife systems at assigned customer sites.
  • Promote customer satisfaction through timely responses, clear communications, professional appearance, and efficient activities.
  • Maintain regular communication with direct manager, peer field personnel, and commercial team members regarding customer matters.
  • Self-manage schedule and work priorities to address urgent customer requirements and optimize satisfaction.
  • Support customers remotely via phone, internet, or onsite visits, determined by machine status or customer requirements.
  • Maintain complete and timely documentation of work activities.
  • Review customer issues to quickly communicate concerns about product performance and safety to Accuray for review and handling.
  • Assist in training other Customer Support staff and customer/site personnel on maintenance and service activities as required.
  • Work with other FSEs and/or Customer Support Staff on CyberKnife or TomoTherapy products as needed.
  • Care for parts inventory and return replaced parts to Accuray for processing.
  • Manage expense reports incurred in the field for customer service or company travel/training.
  • Assist in reviewing and developing service documentation.
  • Identify and develop field support tools and test equipment.
  • Maintain company vehicle (if provided) according to Accuray fleet vehicle policy.
  • Travel up to 25% outside assigned service area, sometimes with little notice.
Collaboration and Innovation:
  • Provide feedback for service-related product improvements.
  • Assist in developing, documenting, and testing service tools and design updates to the product.
  • Support project team activities with attendance at team meetings and representation of field service requirements.
Required Skills and Qualifications:

Must-Haves:

  • Minimum 5 years' experience in field service, installation, and troubleshooting complex electronic equipment or bachelor's degree with less field experience considered.
  • Demonstrate self-starting abilities, working without close supervision, scheduling, organizing, and conducting field service activities in assigned territory.
  • Communicate complex information to various audiences, including executive-level management.
  • Strong system-level troubleshooting skills.
  • Strong computer skills with basic networking understanding.
  • Strong interpersonal and presentation skills.
  • Ability to lift up to 50 pounds and work in a physically active environment.

Preferred or Desired:

  • 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.
Compensation and Benefits:

The estimated annual salary for this position is $65,750, based on industry standards and the candidate's level of experience. This role may be eligible for the Accuray Bonus Plan or a role-specific commission/bonus, adding to the total compensation package. As part of our commitment to diversity and inclusion, we value candidates from diverse backgrounds and ensure equal opportunities for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin – including individuals with disabilities and veterans.

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