Product Support Engineer

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We continually look for motivated and skilled individuals who are interested in supporting our customers – healthcare professionals who use our products to help patients and their communities.

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

We don´t just build technology. We build hope.

We are looking for a Product Support Engineerto join our team!

Preferred location:  Sunnyvale, CA; Henderson; NV; Crawley, UK; Sao Paulo, BR Office Based (Hybrid)

What you’ll do at Elekta:

The Product Support Engineer must have extensive technical expertise with all Elekta SW product such as, MOSAIQ, OIS, workflow products, and MONACO including the ability to perform installations, upgrades and resolve complex/technically demanding issues escalated by the regional support teams.

The Product Support Engineer will be the technical liaison between the Global Product Organization (GPO) and the Regions for supporting the rollout of new releases of SW releases.

This individual will partner with VPR, Product Management, Program Management, Engineering, Verification, Validation and other business areas in order to ensure quality software products are delivered to our customers through the regions.  

This position warrants the highest level of professional representation between the customer and the company in all aspects of the customer relations. It also warrants the undivided support of projects, programs, and policies established by the company, and promoting these to other employees.

Responsibilities:

• Responsible for providing regional support teams with assistance on technical service issues and handing escalated technical issues per established policies and procedures.  Primary point of contact for T4 case escalations.

• Proactively investigate and resolve technical issues that impede the installation, support, and/or use of Elekta Software products (core products as well as third-party equipment), and effectively communicate resolution to Elekta regional software support teams and customers.

• Conduct technical training to regional software support teams on new products and releases.

• Accelerate quality software releases to the market

• Support BL Clinical team for market introductions to the regions.

• Interpretation and analyses of product telemetry to drive design improvements.

• Be the voice of the customer (internal and external) into the development process by providing requirements for installability, upgradability, and serviceability.

• Quality documentation and delivery of all deliverables included within the project lifecycle

• Management of project scope using appropriate change management processes

• Management of project timelines, dependencies and integration points

• Documentation of case management in CLM

• Partners with GPO VPR team during BL SW pilot processes

• Management of product risks and issues

• Customer facing leader to explain product features and technical deployment model

• Voice of BL during the PI planning process

• Timely escalation of issues or potential high-impacting risks

• Recommend product and process improvements to Business Line leadership as appropriate.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Employees must be able to read, speak, write and comprehend the English language.

• BSc degree (or equivalent) in Computer Science / Engineering.

• Minimum of 10 years technical experience using MONACO

• Deep technical knowledge of BL SW products

• Experience with complex trouble shooting and triage of technical issues

• Experience in Elekta’s software development processes

• Previous exposure to Elekta products or equivalent experience

• Experience working SaaS products  preferred

• Demonstrated experience bringing products from engineering design to revenue

• Clinical background and/or experience working in healthcare industry preferred

• Skilled leader, communicator, negotiator

• Demonstrated experience communicating with individuals at all levels of the organization.

• Detail oriented, self-starter, assertive with intense focus on delivering outstanding project results.

  What we offer: 

  • Opportunity to work with a proactive and supportive team.

  • Excellent Medical, Dental and Vision coverage  

  • 401k, paid Vacation and Holiday

  • A health of additional benefits including wellness reimbursement, tuition reimbursement and flexible spending account 

  • Opportunity to work on cutting edge in medical advancement. 

  • Close-knit company culture 

  • Upward mobility  

   

  EEO Statement

  We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, or any other protected characteristic.

   

  The US base salary range for this position is $74,309-111,463

  (NOTE: It is understood that no single candidate will have equal expertise in all the areas of responsibility below. Successful candidates will possess a compelling combination of many of them and the self-awareness and wisdom to leverage existing and/or new resources in the area(s) where they lack personal mastery.)

  How to proceed?

  We are looking forward receiving your resumé. Please attach your resumé in the application form and we will contact you!

  If you have any questions, you are welcome to contact the Talent Acquisition Specialist at TA.americas@elekta.com.

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