Hardware Support Specialist

Are you a current Elekta employee?

Please click here to apply through our internal career site Find Jobs - Elekta.

Want to join a team with a mission to improve and save lives?

We continually look for motivated and skilled individuals who are interested in supporting our customers - healthcare professionals who use our products to help patients and their communities.

We currently have the following opportunity available - please contact us for more details!

We don't just build technology. We build hope.

We are looking for a Hardware Support Specialist to join our team!

Preferred location: Atlanta, GA

What you'll do at Elekta:

Elekta Care Support is responsible for delivering professional customer support for the Elekta product range. The role of a Hardware Support Specialist is to provide initial frontline remote customer service on a variety of Elekta products with a primary focus on linear accelerators and associated products, including third party products. Must be customer focused and able to perform remote diagnostics and assess repairs via IntelliMax in a timely fashion while meeting all required administrative requirements. If an issue cannot be corrected remotely, the position requires working with and dispatching the local engineer for further troubleshooting. This position will work closely with the Tier 3 Technical Assistance Group (TAG) and warrants the highest level of professional representation between the customer and the company in all aspects of the customer relations.

Responsibilities:

• Primary resource for answering phone calls from customers, business units, and distributors seeking product support.
• Perform remote troubleshooting and repairs on clinical Elekta solutions.
• Properly triage cases, assess issues, and dispatch engineers when required.
• Prioritize activities to ensure clinical system down problems receive immediate attention.
• Efficiently identify Elekta part numbers and manage the non-fru escalation process.
• Utilize suitable remote support tools to resolve issues remotely (intellimax, webex, etc.)
• Utilize remote support tools and business intelligence tools to identify issues proactively.
• Work safely on Elekta's full range of products including medical devices producing high-energy ionizing radiation.
• Read, analyze, interpret, and follow signal flow on blueprints, schematics, and wiring diagrams.
• 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.
• Escalate and seek advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time.
• Ensure that all interested parties are aware of ongoing or escalating issues, progress being made, and any plans that have been put in place.
• Submit timely and accurate service reports, timesheets, expense reports, film badges, and other paperwork as assigned.
• Out of hours / bank holiday support rotation.
• Flexibility to travel at short notice.
• Perform other related duties as assigned or requested.

Qualifications:

• Associate Degree or equivalent experience preferably in Electronics, or an associated discipline.
• Possess a good electro-mechanical aptitude.
• Computer literate and have understanding of Elekta products and interfaces to OIS (Mosaiq)
• Proficiency in the use of test equipment and hand tools including oscilloscopes, multi-meters.
• Must have effective written and verbal communication skills.
• Exceptional customer service skills.
• Ability to represent the organization in a professional and positive manner.
• Must be able to travel as needed.

What we offer:

• Opportunity to work with a proactive and supportive team
• Excellent Medical, Dental and Vision coverage
• 401k, paid Vacation and Holiday
• A health of additional benefits including wellness reimbursement, tuition reimbursement and flexible spending account
• Opportunity to work on cutting edge in medical advancement
• Close-knit company culture
• Upward mobility

How to proceed?

We are looking forward receiving your resume. Please attach your resume in the application form and we will contact you!

If you have any questions, you are welcome to contact Lisa Zhang, Talent Acquisition Partner on LinkedIn.

EEO Statement

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, or any other protected characteristic.

The US base salary range for this position is $70,000-$100,000

[NOTE: It is understood that no single candidate will have equal expertise in all the areas of responsibility below. Successful candidates will possess a compelling combination of many of them and the self-awareness and wisdom to leverage existing and/or new resources in the area(s) where they lack personal mastery.]