Field Service Engineer - EIMEA - France - Lyon area

Accuray; France; Remote; EUR 50,000 - 70,000; Full time

Job summary

Accuray is seeking a Field Service Engineer for the EIMEA region, based in the Lyon area, France. The role involves installations, remote and on-site diagnostics, and preventive maintenance on Accuray systems at regional hospital sites and clinics.

You will work from a home office with a flexible schedule, including some weekends, and travel as needed within the EIMEA region. The ideal candidate will diagnose and resolve complex hardware, software, and mechanical issues on sophisticated robotic

Qualifications

• Proven ability to diagnose and resolve problems on highly sophisticated software, electronic and mechanical robotic devices.
• Ability to work independently with effective communication skills.
• Willingness to work non-traditional hours including weekends as needed.
• Accurate and clear documentation of service activities and audit records.

Responsibilities

• Install, service, and maintain Accuray products at clinical sites and hospitals.
• Provide remote support from the home office and on-site visits to hospitals.
• Diagnose hardware and software problems of varying scope and complexity.
• Manage schedule and priorities to address urgent customer requirements and maintain high satisfaction.
• Maintain parts inventory and timely completion of timesheets and expense reports.

Job description

Job Description

Field Service Engineer - EIMEA - France - Lyon area

SUMMARY

Accuray EIMEA is searching for a Field Service Engineer, home-office based in Lyon area (France).

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.

Take note that work schedule is under "Forfaits Jours" french legislation and weekend are occasionally part of normal workdays.

REPORTING TO/DEPARTMENT

Senior Territory Service Manager EIMEA - WEST

ESSENTIAL DUTIES AND RESPONSIBILITIES

PRODUCT SUPPORT

• 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 vehicles (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 updates.
• 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 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 re