[Hiring] Field Service Engineer @Accuray

Role Description

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. 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.

LOCATION: The Field Service Engineer will work remotely out of the St. Louis area and provide coverage for our surrounding install base.

The Field Service Engineer (FSE) provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. This role instructs customers in the operation and maintenance of the system and serves as company liaison with customer on administrative and technical matters for assigned projects.

• 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, 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.
• Support is provided to the customer remotely by phone, internet, and by onsite visits, as determined by the machine status or customer requirements.
• Maintain complete and timely documentation of work activities.
• Initial review of customer issues, ensuring customer concerns with product performance and safety are quickly communicated to Accuray.
• 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 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.
• Willing to travel up to 25% outside of assigned service area, sometimes with little notice.

Qualifications

• Minimum 5 years’ experience in field service, installation, and troubleshooting complex electronic equipment or bachelor’s degree with less field experience considered.
• Demonstrate an ability to be a self-starter and work without close supervision.
• Ability to successfully schedule, organize, and conduct field service activities in assigned territory.
• Demonstrated 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.
• Ability to lift up to 50 pounds and work in a physically active environment.

Requirements

• 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.

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.