Job Description
● This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking. Installs and upgrades a wide range of complex and advanced company products according to technical documentation and company guidelines to ensure that customer’s equipment operates efficiently.
● Provides highly visible customer support through the performance of on-site support of proton therapy equipment and ancillary devices, as well as overseeing any necessary diagnoses, troubleshooting, service, upgrades, repair, installation and commissioning of complex equipment and systems.
● Checks out and approves operational quality of system equipment.
● Instructs customers in the operation - and if the site has customer technical personnel on site: the customer service team in the maintenance of the system.
● Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to 2nd level support or GFO management.
● Demonstrates to customer equipment operation and specification according to Customer Acceptance Procedure and Customer Technical Bulletins, as required
● Understanding of the clinical routines to be able to professionally work with the customer to support patient treatment
● May coordinate and review the activities of a small group of Installation Representatives and Subcontractors.
● Works in cooperation with other expert company resources, required to assist in performing the installation, upgrade and troubleshooting activities as well as service activities.
● Works within a compact team of site engineers, monitoring all aspects of the proton therapy system.
● Fulfills special client's requirements when in place, following company’s procedures and politics.
● Performs maintenance of the system in accordance with Preventive Maintenance Plan and Maintenance Instructions.
● Performs necessary upgrades of the system in accordance with Service Technical Bulletins, as needed.
● Proactively monitors condition of the system and escalates to site management and/or 2nd level support if abnormal operation/trends are identified.
● Provides filed service reports about executed tasks in Unity system, using defined company standards.
● Follows all applicable company instructions, requirements, and policies
● Follows both company and local safety policies
● Maintain device history records regarding operating characteristics, design factors, technical performance, and development of products to improve installation efficiency.
● Performs parts inventory and ordering for assigned installation, including replenishing spare parts kit, short shipment and return consigned parts appropriately and in a timely manner per procedure as necessary for each install.
● During Installations and Upgrade activities: Conduct the Acceptance Conditions testing, to ensure that all installation conditions will be met according to schedule and that customers can sign the Acceptance Letters.
● Perform other duties as assigned by site general manager or FSE lead
● Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
● Take lead role when working with newer and less experienced colleagues, shares knowledge