Field Support Engineer
About The Position
The Field Support Engineer provides onsite customer service support, such as technical repairs, service, preventive maintenance inspections, and other activities as required to ensure proper functionality of the product. Key Areas of Responsibility: Onsite Installation: Provides schedule information for installations and service trips, identifies, and repairs onsite product failures, and orders and replaces parts as needed. Assist design engineers to identify and implement problem resolutions, develop service tools for in-house and field-based support, and assists with repairs, refurbishing, and testing of all assigned product lines. Performs post-installation tasks with customers to include follow-up customer satisfaction inquiries, collecting installation documentation, and updating CRM cases. Service Support: Provides onsite customer service support, such as technical repairs, service, Preventative Maintenance Inspections, and other activities as required to ensure the proper functionality of the product. Training and Ongoing Support: Conducts customer product/ field service training for installation and repairs, and training for internal employees and distributors. Develops technical support documentation, work instructions, knowledge base documents, and FRU replacement instructions. Answers inquiries and questions in a timely manner, provides resolutions for complaints following the quality process, and communicates with customers via phone, conference calls, texting, instant messaging, and/or emails Develop customer facing documentation. Develops technical support documentation, work instructions, knowledge base documents, and FRU replacement instructions Provide support for product changes. Assist design engineers to identify and implement problem resolutions, develop service tools for in-house and field-based support, and assists with repairs, refurbishing, and testing of all Alignment products
Requirements
- BSc. in Engineering or other technical discipline preferred
- Proven 2+ years of technical expertise in the installation and service of x-ray or radiation therapy equipment is preferred. Best: laser installation, alignment, and calibration experience.
- Technical proficiency in electrical and firmware design
- Able to perform failure and root cause analysis, provide input and feedback to manufacturing team to improve yield, quality, and cost of product.
- Proficient in the use of Salesforce or similar CRM
- Strong technical aptitude, experience of web-based applications, comfortable with learning new technologies and industry standards
- Travel – 60% - may include international trips
Responsibilities
- Provides schedule information for installations and service trips
- Identifies, and repairs onsite product failures
- Orders and replaces parts as needed
- Assist design engineers to identify and implement problem resolutions
- Develop service tools for in-house and field-based support
- Assists with repairs, refurbishing, and testing of all assigned product lines
- Performs post-installation tasks with customers to include follow-up customer satisfaction inquiries, collecting installation documentation, and updating CRM cases
- Provides onsite customer service support, such as technical repairs, service, Preventative Maintenance Inspections, and other activities as required to ensure the proper functionality of the product
- Conducts customer product/ field service training for installation and repairs, and training for internal employees and distributors
- Develops technical support documentation, work instructions, knowledge base documents, and FRU replacement instructions
- Answers inquiries and questions in a timely manner
- Provides resolutions for complaints following the quality process
- Communicates with customers via phone, conference calls, texting, instant messaging, and/or emails
- Develops technical support documentation, work instructions, knowledge base documents, and FRU replacement instructions
- Assist design engineers to identify and implement problem resolutions
- Develop service tools for in-house and field-based support
- Assists with repairs, refurbishing, and testing of all Alignment products
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
