Field Service Engineer – Western Europe – UK - London

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SUMMARY: Accuray EIMEA is searching for a Field Service Engineer, home-office based in London region (UK). The person in this position has front-line responsibility for installations, remote and on-site diagnostics prior to repair services as well as periodic 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. He/she must be comfortable with extensive travel (up to 50% travel time), on short notice, and be prepared to provide after-hours support, given the urgent nature of the service work.

REPORTING TO/DEPARTMENT: Senior Territory Service Manager EIMEA – NORTH

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Build customer relationships through your effective use of technical knowledge to install, service, and maintain Accuray products.
• Support is provided remotely, from the home office, and by regular on-site visits to hospitals.
• Solve a broad range of hardware and/or software problems of varying scope and complexity.
• Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed swiftly, promoting the highest level of customer satisfaction through timely response, effective communications, professional appearance and efficient repair/maintenance activities.
• Accurate and clear documentation of work activities completed in Service software program, providing appropriate detailed audit records of the product service history.
• Appropriate care of parts inventory and prompt return of replaced parts to the stock.
• Timely completion of Timesheets and Expense reports in dedicated software program.
• Assist in the development of service documentation with the Customer Service team.
• Training of customer on-site personnel with respect to maintenance and service activities.
• Assist in identification and development of Field Support tools and test equipment.
• Engage in required product and quality training locally and/or abroad.
• Acquire a comprehensive understanding of and adhere to all internal policies and processes established by Accuray; apply these principles in day-to-day activities.
• Maintain company vehicle (if provided) in accordance with Accuray fleet vehicle policy, including safe operations, vehicle cleanliness and vehicle maintenance.

PRODUCT DEVELOPMENT

• Provides feedback to Accuray Global Customer Service group based in USA 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 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 with 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:

• Hold a bachelor's degree in mechanical or electrical engineering or equivalent by experience.
• Preferably 2 years’ hands-on experience in Field Service, installation and troubleshooting complex electronic equipment, ideally in medical care industry.
• Good H/W and S/W computer skills, including network knowledge. Ability to quickly learn to use new software tools.
• Capable of prioritizing multiple tasks and discerning urgency in a dynamic, fast-paced environment.
• Demonstrates exceptional customer relations skills and a robust service-oriented approach.
• Be a self-starter and work without close supervision, be able to successfully schedule, organize and conduct field service activities in assigned territory.
• Ability to work efficiently with customers and colleagues in difficult and stressful situations in a positive, professional manner.
• 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.
• Must possess a valid driver’s license and good driving record.
• 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.