Regional Hardware Specialist

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We currently have the following opportunity available - please contact us for more details!

Responsible for supporting the Elekta product family, associated third-party products and the people who benefit from their use. The key activities of the role are supporting customers, business units and distributors with their product issues.

The role is responsible for regional escalated product support activities as well as ensuring all new products are introduced to the regional service teams in a consistent and effective way in preparation for providing excellent customer support. The role has a primary focus on, but is not limited to, Elekta’s Treatment Delivery solutions.

Responsibilities –

• Receive and own cases from field service engineers and distributors. Resolve and/or escalate cases as required on Elekta Solutions.

• Provide product support and troubleshooting product issues in a live clinical environment.

• Work in tandem with cross functional regional teams (installation, software, physics) to deliver quality resolutions.

• Prioritize activities to ensure clinical system down problems receive immediate attention.

• Clearly document all support activities in line with Elekta policies and procedures.

• Visit customer sites to investigate and resolve product issues and manage high demanding customers.

• Attend internal and external training as required. Demonstrate knowledge and skills obtained from training.

• Identify product issue trends and alert management.

• Propose solutions to improve support issue management.

• Write and deliver Knowledge Articles (KA’s) and assists Knowledge Transfer sessions across the region.

• Utilize product knowledge to support rollout of new products and features to ensure all regional service teams have sufficient knowledge. Mentor cluster FSE’s.

• Develop skills to become a Subject Matter Expert in a relevant specific area.

• Develop knowledge on all Elekta products.

• Prioritize and manage cases in an efficient and professional manner.

• Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution.

• Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved before the work commences and throughout the case lifecycle

• Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time.

• Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place.

• Documenting and having that work accepted by the customer before leaving site or closing the case.

• Utilize suitable remote support tools to resolve issues remotely, in line with agreed targets.

• Utilize remote and Business Intelligent tools to identify issues proactively, in line with agreed targets.

• Out of hours/bank holiday support Rotation.

• Represent ECSC at internal and external meetings as required.

• Involvement with global Elekta technical groups on R&D projects, ensuring service requirements are captured.

• Responsibility for leading small service projects.

• Be flexible to travel at short notice.

• Perform tasks as assigned.

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• Degree or diploma in Electronic/Electrical engineering (or equivalent experience).

• Minimum of 4 years’ experience as Field Service Engineer with system knowledge across Elekta products and interoperability of products/subsystems.

• Knowledge across the several domains present in conventional linac and their interrelations, such as mechanical, electrical, vacuum, beam generation, beam shaping, control system as well as the imaging subsystems.

• Computer skills knowledge to be able to navigate across networking interoperability of the product control systems.

• Acquaintance with the operational infrastructure and ability to solve complex product issues.

• Ability to collate information from several sources (logfiles, environmental data, quality assurance data, etc…).

• Ability to mentor and pass on knowledge.

• Identifying any necessary training requirements and escalating these to management as needed.

• Excellent verbal and written communication skills (English as main communication language).

• Ability to effectively interact with customers and colleagues.

• Ability to work in a team environment with a flexible and accommodating approach.

• Ability and desire to promote Elekta’s professional image.

• Passion and drive to develop their knowledge on new and existing products

• Demonstrate excellent customer care skills & experience in a support environment.

• Strong interpersonal communication and positive influencing skills, capable of working on own initiative whilst also being an effective team player.

• Travel up to 30%.