Regional Hardware Specialist

Elekta AB; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading medical technology company is seeking a Field Service Engineer in Singapore. The role involves owning and resolving technical cases, providing product support in clinical settings, and mentoring team members. Candidates should have a degree in Electronic/Electrical engineering and at least 4 years of experience with Elekta products. Strong communication and problem-solving skills are needed. The position may require travel up to 30%.

Qualifications

• Minimum of 4 years of experience as a Field Service Engineer with system knowledge across Elekta products.
• Ability to mentor and pass on knowledge to others.
• Excellent verbal and written communication skills in English.

Responsibilities

• Receive and own cases from field service engineers and distributors.
• Document all support activities in line with Elekta policies.
• Visit customer sites to resolve product issues and manage high demanding customers.
• Provide product support in a live clinical environment.
• Represent ECSC at internal and external meetings as required.

Skills

Communication skills

Problem-solving skills

Technical knowledge of Elekta products

Teamwork

Mentoring ability

Education

Degree or diploma in Electronic/Electrical engineering

Tools

Remote support tools

Business Intelligence tools

Job description

* Receive and own cases from field service engineers and distributors. Resolve and/or escalate cases as required on Elekta Solutions.* Provide product support and troubleshooting product issues in a live clinical environment.* Work in tandem with cross functional regional teams (installation, software, physics) to deliver quality resolutions.* Prioritize activities to ensure 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. 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 (KA’s) and assists Knowledge Transfer sessions across the region.* Utilize product knowledge to support rollout of new products and features to ensure all regional service teams have sufficient knowledge. Mentor cluster FSE’s.* Develop skills to become a Subject Matter Expert in a relevant specific area.* Develop knowledge on all Elekta products.* Prioritize and manage cases in an efficient and professional manner.* Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution.* Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved before the work commences and throughout the case lifecycle* Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time.* Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place.* Documenting and having that work accepted by the customer before leaving site or closing the case.* Utilize suitable remote support tools to resolve issues remotely, in line with agreed targets.* Utilize remote and Business Intelligent tools to identify issues proactively, in line with agreed targets.* Out of hours/bank holiday support Rotation.* Represent ECSC at internal and external meetings as required.* Involvement with global Elekta technical groups on R&D projects, ensuring service requirements are captured.* Responsibility for leading small service projects.* Be flexible to travel at short notice.* Perform tasks as assigned.* undefined* Degree or diploma in Electronic/Electrical engineering (or equivalent experience).* Minimum of 4 years’ experience as Field Service Engineer with system knowledge across Elekta products and interoperability of products/subsystems.* Knowledge across the several domains present in conventional linac and their interrelations, such as mechanical, electrical, vacuum, beam generation, beam shaping, control system as well as the imaging subsystems.* Computer skills knowledge to be able to navigate across 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 (logfiles, environmental data, quality assurance data, etc...).* Ability to mentor and pass on knowledge.* Identifying any necessary training requirements and escalating these to management as needed.* Excellent verbal and written communication skills (English as main communication language).* Ability to effectively interact with customers and colleagues.* Ability to work in a team environment with a flexible and accommodating approach.* Ability and desire to promote Elekta’s professional image.* Passion and drive to develop their knowledge on new and existing products* Demonstrate excellent customer care skills & experience in a support environment.* Strong interpersonal communication and positive influencing skills, capable of working on own initiative whilst also being an effective team player.* Travel up to 30%.