Global Product Support Engineer (R&D)
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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 for everyone dealing with cancer.
The Global Product Support Engineer will be the technical liaison between the BL Software Solutions and the Regions.
This individual will partner with Product Management, Program Management, Engineering/product teams Clinical Validation teams and other business areas to ensure quality software products are delivered to our customers through the regions.
RESPONSIBILITIES -
Responsible for providing regional support teams with assistance on technical service issues and handing escalated technical issues per established policies and procedures. Lead point of contact for Elekta software products T4 technical case escalations and related knowledge article creation.
Lead investigations and resolution of technical issues that impede the installation, support, and/or use of Elekta Software products (core products as well as third-party equipment), and effectively communicate resolution to Elekta regional software support teams and customers.
Use product expertise / awareness of trends in the field to provide guidance regarding rollout of new MONACO versions to the regions i.e. highlighting a need for early adopter sites to build regional confidence.
Lead deployment (installations and upgrade) of software products at alpha, pilot and early adopter sites (when the need for a phased rollout has been identified).
Perform a technical role supporting alpha, pilot and early adopter sites (in conjunction with regional teams) during the planning, deployment and post go-live phases.
Autonomously reach out to Product Management and Engineering to discuss new features and gather knowledge on new technologies with new products
Global Salesforce Knowledge Articles management
Design and perform service validation for software products.
Identify and triage defects and provide feedback on product instability, and serviceability.
Be a key active member of the product team to provide input and be the voice of the service customer as well as end customer.
Create validation environments and lead deployment (installations and upgrades) of software products in these environments.
Lead deployment of Elekta software products for US and European based trade shows.
Lead technical training to GPSE team members and regional software support teams on new and existing products and releases.
Present technical content during Regional Implementation Meetings for Elekta software products.
Provide technical content for product Service Lifecycle Information documents (SLIs).
Accelerate quality software releases to the market.
Support BL Clinical team for market introductions to the regions.
Interpretation and analyses of product telemetry to drive design improvements.
Be the voice of the customer (internal and external) into the development process by providing requirements for instability, upgradability, and serviceability.
Quality documentation and delivery of all deliverables included within the project lifecycle
Management of project scope using appropriate change management processes
Management of project timelines, dependencies and integration points
Documentation of case management in CLM
Partner with Product Management and Engineering teams during the BL SW pilot processes
Management of product risks and issues
Customer facing leader to explain product features and technical deployment model
QUALIFICATIONS–
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Employees must be able to read, speak, write and comprehend the English language.
BSc degree (or equivalent) in Computer Science / Engineering.
Deep technical knowledge of BL SW products
Experience with complex trouble shooting and triage of technical issues
Experience in Elekta's software development processes
Previous exposure to Elekta products or equivalent experience
Experience working SaaS products preferred
Demonstrated experience bringing products from engineering design to revenue
Clinical background and/or experience working in healthcare industry preferred
Skilled leader, communicator, negotiator
Detail oriented, self-starter, assertive with intense focus on delivering outstanding project results
Demonstrated experience communicating with individuals at all levels of the organization
Voice of BL during the PI planning process
Timely escalation of issues or potential high-impacting risks
Recommend product and process improvements to Business Line leadership as appropriate.
What you'll get:
In this role, you will work for a higher purpose; hope for everyone dealing with cancer, and for everyone regardless of where in the world, to have access to the best cancer care. In addition to this, Elekta offers a range of benefits.
What we offer:
Hybrid work option (you are required to work on location at least 3 days/week)
Excellent Medical, Dental and Vision coverage
401k, paid vacation and holiday
A wealth of additional benefits including wellness reimbursement, tuition reimbursement and flexible spending account
Close-knit company culture
Career development – wide range of learning opportunities
How to proceed?
We are looking forward to hearing from you! Apply by submitting your application and résumé in English, via the “Apply” button. Please note that we do not accept applications by e-mail.
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 salary range for San Jose, CA region is $125, 000-135,000.
About Elekta
As a leader in precision radiation therapy, Elekta is committed to ensuring every patient has access to the best cancer care possible. Elekta is a proud innovator and supplier of equipment and software used to improve, prolong, and save the lives of people with cancer and brain disorders.
More than 6,000 hospitals worldwide rely on Elekta technology. We openly collaborate with customers to advance sustainable, outcome-driven, and cost-efficient solutions to meet evolving patient needs, improve lives and bring hope to everyone dealing with cancer. To us, it's personal, and our global team of 4,700 employees combine passion, science, and imagination to profoundly change cancer care. We don't just build technology, we build hope.
Elekta is headquartered in Stockholm, Sweden, with presence in more than 120 countries and listed on Nasdaq Stockholm. For more information, visit elekta.com or follow @Elekta on Twitter and on LinkedIn.
