Accuray Looking for Technical Support Engineer – EIMEA – India at Remote

Accuray; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company dedicated to making a difference in the fight against cancer. As a Technical Support Engineer, you'll play a crucial role in ensuring customer satisfaction by effectively resolving technical issues and providing support for innovative radiotherapy systems. Your expertise will help enhance the service quality and efficiency of our support team while directly impacting the lives of cancer patients. This position offers a unique opportunity to work in a collaborative environment where your contributions will be valued and recognized. If you're passionate about technology and making a positive impact, this role is perfect for you.

Qualifications

• Bachelor's degree or technical certificate in engineering or physics required.
• Hands-on experience with electronic test equipment is essential.

Responsibilities

• Monitor and respond to incoming support requests promptly.
• Take ownership of incidents and ensure effective resolution.

Skills

Problem-solving skills

Verbal and written communication

Electronic test equipment

Windows-based software administration

Networking knowledge (TCP/IP, Ping, FTP, RDP, Telnet)

PERL and Unix

Education

Technical certificate or Bachelor’s degree in engineering or physics

Advanced technical degree

Tools

DVM

Oscilloscope

Spectrum Analyzer

MS Office

Job description

Give hope. Give health. Make your mark in the fight against cancer.

At Accuray, we make a direct and powerful impact on the lives of cancer patients every day — helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer — helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.

Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makes treatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Job Description

Technical Support Engineer – EIMEA – India

SUMMARY:
The Technical Support Engineer EIMEA (Europe, India, Middle East and Africa), home based in India, is responsible for initial response and follow-up of customer issues by effectively focusing Accuray resources to quickly resolve problems and escalating any unresolved issues to ensure customer satisfaction. The Technical Support engineer has a direct responsibility in end-customers satisfaction and Accuray FSEs (Field Service Engineer) work efficiency.

Applicant must possess a valid authorization to work in India AND passport allowing international travelling without restrictions.

REPORTING TO/DEPARTMENT:
Senior Manager Technical Support – EIMEA.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Initial Response:
   Monitor and quickly respond to incoming support requests by Phone, E-Mail, Web, or other communication medium.
2. Take ownership of incident and resolution:
   Clearly communicate issue resolution process to customer or end user including next steps to be taken, time frame, and ownership of issue.
3. Investigate and isolate issue:
   Search of appropriate documentation to define issue. Gather data, log files, Network trace, Memory uploads, Configuration, and site specifics data which should result in a complete description of the symptoms, configuration information, revision level, and detail on reproducibility.
4. Construct and employ Action Plan:
   Provides support in critical customer situations by taking the leadership role in driving the resolution of the issues through the appropriate channels.
5. Follow-up and call close:
   Confirm that action plan was successful with customer, end user, or staff. Accurately document issue, troubleshooting steps, action plans, resolution and any deviation from the original plan in call logging database.
6. Develop processes and programs for increased Service Quality and Efficiency:
   Assists management with the technical evaluation and training of Service and Support Engineers and drives formal training requirements.
7. Safety & Quality:
   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.

REQUIRED QUALIFICATIONS:
Technical certificate or Bachelor’s degree in engineering or physics required. An advanced technical degree is a plus.

Hands-on experience with electronic test equipment including: DVM, Oscilloscope, Spectrum Analyzer, etc.

Excellent problem-solving skills.
Good verbal and written communications skills.
Fluency in English required and other European language as a plus.

Experience in basic administration of Windows-based computer software and hardware would be an advantage.
Good computer skills including MS Office required.
Knowledge of TCP/IP, Ping, FTP, RDP, and Telnet. PERL and Unix.

The employee will be required to travel up to 50%/60% in EIMEA and rest of the world. The employee might be required to work during evening and/or weekend depending on business needs.

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.