Senior Technical Support Engineer - HYBRID

at  RefleXion Medical

WHO WE ARE

RefleXion elevates radiopharmaceuticals from drugs that help identify cancer to guides that actively direct external beam radiotherapy by leveraging tumor biology. Designated an FDA Breakthrough Device for lung tumors, RefleXion’s SCINTIX® biology-guided radiotherapy aims to overcome long-standing barriers preventing definitive radiotherapy for metastatic disease. FDA-cleared SCINTIX therapy automates targeting and motion management for use in FDG-guided treatment of lung and bone tumors that arise from primary lung and bone cancers or are metastases from other primary cancers. In strategic collaborations with industry-leading radiopharmaceutical companies, RefleXion is co-developing and co-commercializing disease-specific radiotracers for treating late-stage cancers.
Find out more about RefleXion and SCINTIX therapy at reflexion.com.
Stay up to date with RefleXion by following our channels here:
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WHAT WE NEED

• Bachelors of Science (BS) in biomedical, electrical, mechanical engineering or closely related discipline or commensurate direct technical support experience
• 8 years of technical support or field service experience with complex equipment
• 3 years of technical support engineer experience with medical device
• Ability to travel up to 33% to support customers in the field as needed
• Willing and able to be available by cell phone evenings and weekends if needed
• Experience with reading and interpreting complex schematics for use in troubleshooting
• Outstanding communication skills (verbal and written)
• Excellent customer support skills
• Proven ability to diagnose and resolve technical problems (both hardware and software) on complex electro-mechanical devices that use highly sophisticated software
• Experience with use of data analytics for predictive maintenance and error detection, and the use of system log files for diagnosis and performance analysis
• Ability to learn new software tools quickly
• Ability to analyze log files for diagnosing system issues
• Experience with CRM platforms required
• High level of attention to detail and accuracy
• Critical thinking skills and proactive problem-solver
• Skilled at building strong relationships with customers through effective communication, professionalism, and resolution of issues

ABOUT THIS ROLE

The Senior Technical Support Engineer (TSE) will provide first-level response to customers and Field Service Engineers (FSEs) in support of the clinical use of RefleXion’s revolutionary medical equipment. The Senior Technical Support Engineer will utilize technical knowledge about the hardware and software applications to effectively troubleshoot and resolve issues or escalate and dispatch to the appropriate resources. As the front-line response to customers, the Senior Technical Support Engineer has the highest level of professional representation and commitment to customer success.

WHAT YOU WILL BE DOING

• Provide direct customer support for RefleXion’s custom systems (hardware and software) used in clinical treatment settings
• Provide exceptional response to customer issues by ensuring prompt resolution or follow-up actions immediately from the initial customer phone call
• Utilize diagnostic tools and knowledge management system to troubleshoot and resolve reported hardware and software issues
• Ask customers targeted questions to quickly understand the root of the problem and talk them through a series of actions until they’ve solved the issue
• Follow standard procedures for escalating to next-level support or dispatching Field Service resources as appropriate
• Provide remote support to Field Service Engineers during installations, maintenance or repair activities
• Provide support for in-house training systems.
• Ensure all service calls and activities are documented and transacted appropriately in RefleXion’s customer relationship management (CRM) application (Salesforce)
• Monitor the installed base system performance and direct proactive service as required to prevent system downtime
• Contribute to the development and continuous improvement of effective and efficient support service activities
• Provide feedback to Engineering for service-related product improvements
• Work with Engineering to perform root cause analysis on field issues
• Travel to customer sites to assist local FSEs for complex issue escalations/resolution
• Develop and deliver training materials and programs for other TSEs and FSEs
• Ability to lead and mentor less experienced support engineers
• Other duties as assigned

WHERE YOU WILL DO THIS JOB

• Hybrid - This position will allow the successful candidate to work on a Hybrid work location schedule. They must be based in the greater SF Bay Area and must be able to commute into the RefleXion office in Hayward 1-4 days a week, depending on the role.