Field Service Engineer - New York

Accuray • New York City, NY

2d • Onsite

About The Position

Accuray makes a direct and powerful impact on the lives of cancer patients every day by helping them live longer, better lives. We are committed to innovation and have the chance to change the fight against cancer by developing, introducing, and supporting new treatment delivery systems and software. Accuray develops, manufactures, and sells radiotherapy systems for alternative cancer treatments, making treatment shorter, safer, personalized, and more effective. This is a field-based position responsible for providing on-site and remote technical support for TomoTherapy and CyberKnife customers. The role involves managing and resolving customer equipment issues, requesting resources as needed, and ensuring timely response due to the critical nature of the equipment and patient therapy. Support may also be provided to customer-employed in-house service personnel. Field Service Engineers may support multiple sites within their geographical location and may work hours other than a traditional daytime shift, including weekend days with limited notice due to the emergent nature of service work. Regular work schedules are determined by Accuray’s service obligations and customer needs and are subject to change.

Requirements

• Minimum 5 years’ experience in field service, installation, and troubleshooting complex electronic equipment or a bachelor’s degree with less field experience considered.
• Ability to be a self-starter and work without close supervision.
• Ability to successfully schedule, organize, and conduct field service activities in the assigned territory.
• 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.
• 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.

Nice To Haves

• 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.

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 communication 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-manage schedule and work priorities to ensure urgent customer requirements are addressed appropriately and customer satisfaction is optimized.
• Provide support 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.
• Perform initial review of customer issues, communicating 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.
• Ensure appropriate care of parts inventory and prompt return of replaced parts required by Accuray for processing.
• Manage and complete 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.
• Provide 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 and representation of field service requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level