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Field Service Engineer - San Francisco Bay

Company: Accuray
Location: Sunnyvale
Posted on: October 10, 2018

Job Description:

Description Field Service Engineer - San Francisco Bay Area Accuray Incorporated (Nasdaq: ARAY) is the premier radiation oncology company that develops, manufactures and sells personalized innovative treatment solutions that set the standard of care, with the aim of helping patients live longer, better lives. The Company's leading edge technologies - the CyberKnife and TomoTherapy Systems - are designed to deliver radiosurgery, stereotactic body radiation therapy, intensity modulated radiation therapy, image guided radiation therapy, and adaptive radiation therapy. To date, more than 200,000 patients worldwide have been treated using the Company's technologies and more than 800 systems have been installed in leading hospitals around the world. For more information, please visit www.accuray.com SUMMARY The Field Service Engineer position is responsible for providing on-site and remote technical support for TomoTherapy and CyberKnife customers. This position is responsible for the onsite management and resolution of customer equipment issues, and requesting further TomoTherapy or CyberKnife resources on an as needed basis to quickly resolve problems. Timely response to customer requirements is required due to the nature of the equipment and the medical therapy provided to patients. This position may also involve providing support to customer employed in-house service personnel. The Field Service Engineer may support multiple sites in their geographical location. Field Service engineers may also work hours other than a traditional daytime shift and may also work weekend days as part of their normal work days 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 service needs and are subject to change as needs arise. REPORTING This individual will report to the Region Service Manager ESSENTIAL DUTIES AND RESPONSIBILITIES PRODUCT SUPPORT Provide installation, repair, upgrade, and maintenance support for TomoTherapy and CyberKnife systems located at assigned customer sites Promoting 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 on site 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 PRODUCT DEVELOPMENT 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 REQUIREMENTS Minimum 5 years experience in field service, installation and troubleshooting complex electronic equipment or bachelors degree in with less field experience considered Successful candidates will demonstrate 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 DESIRED CHARACTERISTICS 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

Keywords: Accuray, Sunnyvale , Field Service Engineer - San Francisco Bay, Engineering , Sunnyvale, California

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