Technical Support Engineer
Accuray
Hong Kong
4天前

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.

Responsibilities :

  • Provide remote and on-site service support and maintenance of Accuray’s products in the assigned territories.
  • Provides support in critical customer situations by taking the leadership role in driving the resolution of the issues through the appropriate channels.
  • Once developed, he / she will remain committed to drive the plan until resolutions are implemented and all customer issues are resolved.

  • Provide on-call support to global Accuray customers.
  • Take part in any new product installation, product upgrade or major field activity requiring Technical Support expertise.
  • Manage the technical service information flow between Accuray HQ and Asia Pacific.
  • Closely interact and communicate with customers, sales teams, headquarters support staff and all appropriate areas of the company to schedule and coordinate field support functions, for critical call escalation, information feedback and product improvements.
  • Accurately document issue, troubleshooting steps, action plans, resolution and any deviation from the original plan in call logging database.
  • Drives service training and technical development of new hires or distributor service teams.
  • Qualifications :

  • Degree in Electronics Engineering or related discipline.
  • Minimum 4 years’ experience in Field Service, installation and troubleshooting complex electronic equipment or equivalent.
  • Therapy system’s experience is preferred.

  • Knowledge of medical linear accelerator or microwave RF systems and computer networks preferred.
  • Robotics and or electro-mechanical systems service experience preferred.
  • Attributes :

  • A positive attitude and highly motivated.
  • Must be a self starter, able to work independently and take initiative.
  • Capable to work and deal with high pressure situations.
  • A team player and contribute openly to colleagues.
  • Strong interpersonal and presentation skills.
  • Be able to competently perform field service activities in assigned territories.
  • Have strong troubleshooting skills.
  • Able to lift 25Kg and work on ladders*.
  • Prepared to work flexible hours including weekends.
  • Willing to travel overseas on an as needed basis.
  • Good oral and written communication skills in English and Mandarin. Korean language would be a plus.
  • A customer service mindset to deliver the highest level of customer service and customer satisfaction.
  • Note :

  • the attributes mentioned above should not compromise health and safety rules while the employee is performing his / her job duties
  • 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.

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