Regional Hardware Specialist in Aylesbury

Role Overview

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 product issues. The role focuses primarily on Elekta’s Treatment Delivery solutions and provides regional escalated product support while ensuring new products are introduced to regional service teams in a consistent and effective way to deliver excellent customer support.

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 troubleshoot product issues in a live clinical environment.
• Work in tandem with cross-functional regional teams (installation, software, physics) to deliver quality resolutions.
• Prioritize activities so that 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 and 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 (KAs) and assist Knowledge Transfer sessions across the region.
• Utilise product knowledge to support rollout of new products and features so that all regional service teams are fully prepared.
• Mentor cluster field service engineers.
• Develop skills to become a Subject Matter Expert in a relevant area and deepen knowledge of all Elekta products.
• Prioritize and manage cases efficiently and professionally.
• Communicate with customers to understand the problem, localise the origin and troubleshoot efficiently for swift resolution.
• Explain to the customer the diagnostic steps and required actions so they are fully aware of implications and timescales throughout the case lifecycle.
• Escalate and seek advice as needed to ensure all issues are resolved satisfactorily in the fastest possible time.
• Keep all interested parties informed of ongoing or escalating issues, progress and plans.
• Document work and obtain customer acceptance before closing the case.
• Utilise remote support tools to resolve issues remotely in line with agreed targets.
• Use remote and Business Intelligence tools to identify issues proactively in line with agreed targets.
• Provide out-of-hours/bank-holiday support rotation.
• Represent ECSC at internal and external meetings as required.
• Participate in global Elekta technical groups on R&D projects, ensuring service requirements are captured.
• Lead small service projects.
• Be flexible to travel on short notice.
• Perform tasks as assigned.
• Travel up to 30% of the time.

Qualifications

• Degree or diploma in Electronic/Electrical engineering (or equivalent experience).
• Minimum of 4 years’ experience as a Field Service Engineer with system knowledge across Elekta products and interoperability of product/subsystem components.
• Knowledge of the domains present in a conventional linac and their interrelations – mechanical, electrical, vacuum, beam generation, beam shaping, control system, and imaging subsystems.
• Computer skills to navigate 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 such as log files, environmental data, and quality assurance data.
• Ability to mentor and pass on knowledge.
• Ability to identify required training and liaise with management.
• Excellent verbal and written communication skills (English is the main communication language).
• Ability to interact effectively with customers and colleagues.
• Ability to work in a team environment with a flexible and accommodating approach.
• Commitment to promote Elekta’s professional image.
• Passion and drive to develop knowledge of new and existing products.
• Demonstrated excellent customer-care skills and experience in a support environment.
• Strong interpersonal communication and positive influencing skills, capable of working on own initiative while also being an effective team player.