Field Service Engineer III

2 days ago

Madison, Wisconsin, United States Accuray Full time
Job Summary

We are seeking a highly skilled Field Service Engineer to join our team at Accuray. As a key member of our customer support team, you will be responsible for providing on-site and remote technical support for our TomoTherapy and CyberKnife customers.

Key Responsibilities
  • Provide installation, repair, upgrade, and maintenance support for TomoTherapy and CyberKnife systems located at assigned customer sites
  • Promote customer satisfaction through timely response to customer calls, clear and effective communications, 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-manage schedule and work priorities to ensure urgent customer requirements are addressed appropriately
  • Support customers remotely by phone, internet, and on-site visits as determined by machine status or customer requirements
  • Maintain complete and timely documentation of work activities
  • Initial review of customer issues to quickly communicate customer concerns with product performance and safety to Accuray for review and handling
  • Assist in the training of other Customer Support staff and customer or site personnel with respect to maintenance and service activities
  • 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 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
Requirements
  • Minimum 5 years' experience in field service, installation, and troubleshooting complex electronic equipment or bachelor's degree in engineering with less field experience considered
  • Successful candidates will demonstrate ability to be a self-starter and work without close supervision, successfully schedule, organize, and conduct field service activities in assigned territory
  • Successful candidates will demonstrate 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
  • Must possess a valid driver's license and good driving record
Compensation

The salary range for this position is $90,000 - $123,500. Each candidate's compensation offer will be based on multiple factors, including geography, experience, skills, future potential, and internal pay parity. As a part of the total compensation package, this role may be eligible for the Accuray Bonus Plan or a role-specific commission/bonus.

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.

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.

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