Field Service Engineer

4 weeks ago

Madison, Wisconsin, United States Accuray Full time
Job Title: Field Service Engineer

Join Accuray, a leading manufacturer of radiation therapy systems, in our mission to make a direct and powerful impact on the lives of cancer patients.

About the Role:

We are seeking a highly skilled Field Service Engineer to provide on-site and remote technical support for our TomoTherapy and CyberKnife customers. As a key member of our service team, you will be responsible for the installation, repair, and maintenance of our systems, ensuring timely and effective resolution of customer issues.

Key Responsibilities:
  • Provide installation, repair, and maintenance support for TomoTherapy and CyberKnife systems at assigned customer sites.
  • Promote customer satisfaction through timely response to customer calls, clear and effective communication, 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 and customer satisfaction is optimized.
  • 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 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.
Requirements:
  • Minimum 5 years' experience in field service, installation, and troubleshooting complex electronic equipment or bachelor's degree in a related field with less experience considered.
  • Successful candidates will 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.
  • Successful candidates will demonstrate the 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.
Preferred Qualifications:
  • 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:

The salary range for this position is $72,000 - $99,000 annually, with potential for bonus or commission.

Accuray is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and collaborative work environment where the best ideas rise to the top.

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