Regional Hardware Specialist

Elekta; Singapore; On-site; SGD 67,000 - 112,000; Full time

Job summary

Elekta is seeking a Field Service Engineer to support the Elekta product family and related third-party products. Key responsibilities include handling field cases, troubleshooting in clinical environments, and collaborating with regional teams to deliver swift resolutions.

The role emphasizes knowledge transfer, becoming a subject matter expert, and supporting the rollout of new products with up to 30% travel. Prior Elekta experience and strong communication are essential.

Qualifications

• Degree or diploma in Electronic/Electrical engineering (or equivalent experience).
• Minimum of 4 years’ experience as Field Service Engineer with Elekta products and interoperability knowledge across products/subsystems.
• Knowledge across mechanical, electrical, vacuum, beam generation, beam shaping, control systems and imaging subsystems.
• Excellent verbal and written communication skills (English as main language).
• Ability to mentor others and promote knowledge transfer.
• Willingness and ability to travel up to 30%.

Responsibilities

• Receive and own cases from field service engineers and distributors; resolve or escalate as required on Elekta Solutions.
• Provide product support and troubleshooting in a live clinical environment.
• Collaborate with cross-functional regional teams (installation, software, physics) to deliver quality resolutions.
• Prioritize activities to address clinical system down problems with immediacy.
• Document all support activities in line with Elekta policies and procedures.
• Visit customer sites to investigate and resolve product issues and manage demanding customers.
• Attend internal and external training; apply knowledge gained.
• Identify product issue trends and alert management; propose improvements.
• Write and deliver Knowledge Articles and conduct knowledge transfer across the region.
• Support rollout of new products/features and mentor cluster FSEs.
• Develop SME knowledge in a relevant area and overall Elekta product knowledge.
• Travel up to 30% and participate in on-site tasks.

Skills

Verbal and written communication

Interpersonal skills

Mentoring

Travel readiness

Customer-facing skills

Education

Electronic/Electrical engineering degree or diploma

Tools

Remote support tools

Business Intelligence tools

Job description

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 their product issues.

The role is responsible for regional escalated product support activities as well as ensuring all new products are introduced to the regional service teams in a consistent and effective way in preparation for providing excellent customer support. The role has a primary focus on, but is not limited to, Elekta’s Treatment Delivery solutions.

Responsibilities –

• Receive and own cases from field service engineers and distributors. Resolve and/or elevate 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%.