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Job Description

Field Service Engineer - EIMEA – India – Coimbatore

SUMMARY:

Accuray EIMEA is searching for a Field Service Engineer, home-office based in Coimbatore region (India).

The person in this position has front-line responsibility for installations, remote and on-site diagnostics prior to repair services as well as preventive maintenance visits on Accuray systems, primarily to Accuray customers located regionally but occasionally throughout all EIMEA Region.

The successful candidate must have proven ability to diagnose and resolve problems on highly sophisticated software, electronic and mechanical robotic devices at clinical sites and major hospitals. Applicants must have the ability to work independently and have effective communication skills.

Field Service engineers may also work hours other than a traditional daytime shift and may also work weekend days as part of their normal workdays with limited notice due to the emergent nature of service work.  Regular work schedules are determined by a combination of Accuray’s service obligations and customer service needs and are subject to change as needs arise.

REPORTING TO/DEPARTMENT: 

Deputy Service Manager India

ESSENTIAL DUTIES AND RESPONSIBILITIES:

PRODUCT SUPPORT

• Provide installation, repair and maintenance support to Accuray systems.
• Support is provided to the customer remotely by phone, internet and by on-site visits, as determined by the machine status or customer requirements.
• Promoting the highest level of customer satisfaction through the timely response to customer calls, clear and effective communications, professional appearance, and efficient repair/maintenance activities.
• Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed timely and customer satisfaction is optimized.
• Accurate and clear documentation of work activities are to be completed within the Accuray Customer Management software program, such that these records provide appropriate documentation of the product service history for Device History File records.
• Appropriate care of parts inventory and prompt return of replaced parts that are required to be returned to the Accuray stock for processing.
• Appropriate management and timely completion of Timesheets and expense reports incurred in the field service of Accuray systems.
• Assist in the development of service documentation, in conjunction with the Accuray Customer Service team.
• Assist in the training of further Customer Support staff and customer on site personnel with respect to maintenance and service activities, as required.
• Assist in identification and development of Field Support tools and test equipment.
• Follow Company training as needed. (e.g., basic technical training of 6 weeks at Accuray Headquarters in the US).
• Learn and apply all Accuray internal policies and processes.
• Follow local regulations (such as radioprotection rules – attends and runs TUV Audits at customer).

PRODUCT DEVELOPMENT

• Provides feedback through the Madison Customer Service group for service-related product improvements that could improve Mean Time to Access (MTTA) and Mean Time to Repair (MTTR), or improvements in mean Time Between Failures (MTBF).
• Assist in the development, documentation, and testing of service tools and design updates to the product.
• Works effectively with other engineers, scientists, subcontractors, and consultants.
• Support project team activities, with attendance at team meetings, representation of Field Service requirements, and provision of documentation as required.

SAFETY

• Observe Accuray Safety Program requirements and work practices.
• Help ensure that safety requirements and quality considerations are pro-actively addressed and implemented in the design of the product.
• Communicate to the Accuray corporate, or where possible directly address, quality issues raised by customers, in a timely fashion.
• Supports the Accuray Quality System and Safety and Health Program by following procedures and mentoring others.
• Takes ownership of individual safety to maintain a safe work environment.

The incumbent may be asked to perform other function-related activities in addition to the above-mentioned responsibilities as reasonably required by business needs.

REQUIRED QUALIFICATIONS:

• Minimum 3 years’ experience in field service, installation, and troubleshooting complex electronic equipment or bachelor’s degree in with less field experience considered. A basic understanding of medical physics is desirable.
• Previous experience in large medical device field service strongly preferred.
• Be a self-starter and work without close supervision, be able to successfully schedule, organize and conduct field service activities in assigned territory
• Hands-on experience with electronic test equipment.
• Excellent troubleshooting and problem-solving skills.
• Good H/W and S/W computer skills, including network knowledge. Ability to quickly learn to use new software tools.
• Excellent customer relations skills and strong service orientation.
• Team player - ability to work well in a close team environment.
• Fluent reading, writing and speaking in local language and English.
• Must be comfortable with extensive travel (up to 50% travel time), sometimes on short notice, and occasional after-hours support requirements.

To qualify for this position, 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.

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.