The Field Support and Install Engineer is responsible for providing a high level of technical support to customers, channel partners, and internal departments related to Laser Alignment, RT Hardware and other field installable products. They are responsible for assisting the customer and the sales team in product quotes, provide accurate and consistent site planning, product installation, training to the customers and provide support for product changes throughout the product life cycle.
Key Areas of Responsibilities
Provide support to our customers. Answers inquiries and questions in a timely manner, provides resolutions for complaints following the quality process, and communicates with customers via phone, conference calls, texting, instant messaging, and/or emails
Manage support cases. Enters, updates, and maintains assigned support cases in the CRM tool
Project Management: Develops the project Support Plan prior installation and, coordinates operational schedule with customer and distributor for bookings and shipments, OEM project plans, installation schedules and customer training.
Site -Planning: Performs site-planning for sales opportunities which includes accurate tender and quote submissions based on room specifications, provide design and technical documentation (CADD), and assist with ordering custom accessories. Recommends which products or services best fit the customers needs and provide site planning technical support
Onsite Installation: Provides schedule information for installations and service trips, identifies and repairs onsite product failures, and orders and replaces parts as needed Assist design engineers to identify and implement problem resolutions, develop service tools for in-house and field based support, and assists with repairs, refurbishing, and testing of all laser products . Performs post-installation tasks with FSE and customers to include follow-up customer satisfaction inquiries, collecting installation documentation, and updating CRM cases.
Service Support: Provides onsite customer service support, such as technical repairs, service, alignment, Preventative Maintenance Inspections and other activities as required to ensure the proper functionality of the product.
Training and Ongoing Support: Conducts customer product/ field service training for installation and repairs, and training for internal employees and distributors. Develops technical support documentation, work instructions, knowledge base documents, and FRU replacement instructions. Answers inquiries and questions in a timely manner, provides resolutions for complaints following the quality process, and communicates with customers via phone, conference calls, texting, instant messaging, and/or emails
Knowledge, Skills and Abilities:
BSc.in Engineering or other technical discipline preferred
4-6 years of technical expertise in the installation and service of x-ray or radiation therapy equipment is preferred
Must be familiar with the concepts, practices, and procedures of project management and site-planning
Able to perform failure and root cause analysis, provide input and feedback to manufacturing team to improve yield, quality, and cost of product.
Proficient in the use of Salesforce or similar CRM
Fluent in English, Portuguese and Spanish
Travel 60% - may include international trips