Technical Support Engineer – EIMEA – India

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Job Description

Technical Support Engineer – EIMEA – India

SUMMARY:

The Technical Support Engineer EIMEA (Europe, India, Middle East and Africa), home based in India, is responsible for initial response and follow-up of customer issues by effectively focusing Accuray resources to quickly resolve problems and escalating any unresolved issues to ensure customer satisfaction. The Technical Support engineer has a direct responsibility in end-customers satisfaction and Accuray FSEs (Field Service Engineer) work efficiency.

Applicant must possess a valid authorization to work in India AND passport allowing international travelling without restrictions.

REPORTING TO/DEPARTMENT:

Deputy Technical Support Manager – EIMEA (Strong Line)

Territory Operations Director - India & Subcontinent (Dotted Line)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Initial Response

• Monitor and quickly respond to incoming support requests by: Phone, E-Mail, Web, or other communication medium.
• Take ownership of incident and resolution.
• Clearly communicate issue resolution process to customer or end user including next steps to be taken, time frame, and ownership of issue.

Investigate and isolate issue

• Search of appropriate documentation to define issue.
• Gather data, log files, Network trace, Memory uploads, Configuration, and site specifics data which should result in a complete description of the symptoms, configuration information, revision level, and detail on reproducibility.

Construct and employ Action Plan

• Provides support in critical customer situations by taking the leadership role in driving the resolution of the issues through the appropriate channels. Once developed, they will remain committed to drive the plan until the resolutions are implemented and all customer issues are resolved.
• Intervene On-Site when for critical situations or as support to local resources
• Request On-Site Support and resources if remote resolution is not possible.
• Establishes clear lines of communications to all appropriate areas of the company for call escalation, information feedback and product improvements.
• Take part to any new products Installation, product Upgrade or major field activity requiring Technical Support expertise.

Follow-up and call close

• Confirm that action plan was successful with customer, end user, or staff.
• Accurately document issue, troubleshooting steps, action plans, resolution and any deviation from the original plan in call logging database

Develop processes and programs for increased Service Quality and Efficiency such as

• Assists management with the technical evaluation and training of Service and Support Engineers and drives formal training requirements.
• Escalation path for more junior TSE/FSEs as well as being their technical mentor.
• New products installation, support and implementation scheduling
• This position will act as a liaison between the field issues and Headquarters teams (Engineering, Service Development, Manufacturing…) regarding technical issues discovered in the field, and is the Direct path to Headquarter teams to escalate new issues or develop improved troubleshooting methods, tools or documentation
• Service documentation and training material creation and maintenance
• Knowledge transfer on between Accuray Headquarters in the US and EIMEA personnel/customers, on service-related product improvements that could improve Mean Time To Access (MTTA) and Mean Time To Repair (MTTR), or improvements in Mean Time Between Failures (MTBF).

Safety & Quality

• Observe Accuray Safety Program requirements and work practices.
• Help ensure that safety requirements and quality considerations are pro-actively addressed and implemented in the design of the product.
• Communicate to the Accuray corporate, or where possible directly address, quality issues raised by customers, in a timely fashion.
• Supports the Accuray Quality System and Safety and Health Program by following procedures and mentoring others.
• Takes ownership of individual safety to maintain a safe work environment.

The incumbent may be asked to perform other function-related activities in addition to the above-mentioned responsibilities as reasonably required by business needs.

REQUIRED QUALIFICATIONS:

• Technical certificate or Bachelor’s degree in engineering or physics required. An advanced technical degree is a plus.
• Hands-on experience with electronic test equipment including: DVM, Oscilloscope, Spectrum Analyzer, etc.
• Excellent problem-solving skills.
• Good verbal and written communications skills.
• Fluency in English required and other European language as a plus.
• Experience in basic administration of Windows-based computer software and hardware would be an advantage
• Good computer skills including MS Office required
• Knowledge of TCP/IP, Ping, FTP, RDP, and Telnet. PERL and Unix
• The employee will be required to travel up to 50%/60% in EIMEA and rest of the world
• The employee might be required to work during evening and/or weekend depending on business needs

To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.

EEO Statement

At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top — and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin – including individuals with disabilities and veterans.