Senior Technical / Product Support Engineer - REMOTE (Eastern US) - RefleXion Medical Device Company

Transforming Cancer Treatment with RefleXion: Join Our Team as a Senior Technical / Product Support Engineer

RefleXion is revolutionizing the field of radiation oncology with its groundbreaking SCINTIX® biology-guided radiotherapy technology. As a pre-IPO start-up in the medical device industry, we're on a mission to elevate radiopharmaceuticals from diagnostic tools to therapeutic guides, actively directing external beam radiotherapy to target cancer more effectively. Our FDA-cleared SCINTIX therapy automates targeting and motion management for treating lung and bone tumors, offering new hope for patients with metastatic disease.

We're seeking an experienced Senior Technical / Product Support Engineer to join our team in providing top-notch support to our customers and Field Service Engineers (FSEs). As the front-line response to customers, you'll be the face of RefleXion's technical support, ensuring prompt resolution of issues and representing our commitment to customer success.

About This Role

The Senior Technical / Product Support Engineer will be responsible for delivering exceptional technical support for RefleXion's custom system hardware and software used in clinical treatment settings. You'll utilize your technical expertise to troubleshoot and resolve complex issues, escalate problems when necessary, and provide remote support to FSEs during installations, maintenance, and repair activities.

Key Responsibilities

• Provide direct customer support for RefleXion's custom system hardware and software, ensuring prompt resolution or follow-up actions immediately from the initial customer phone call.
• Utilize diagnostic tools and knowledge management systems to troubleshoot and resolve reported hardware and software issues.
• Perform log analysis to determine root cause and troubleshoot complex technical problems.
• Ask targeted questions to quickly understand the root of the problem and guide customers through a series of actions to resolve the issue.
• Follow standard procedures for escalating to next-level support or dispatching Field Service resources as needed.
• Provide remote support to Field Service Engineers during installations, maintenance, or repair activities.
• Ensure all service calls and activities are documented and transacted appropriately in RefleXion's 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.
• 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.
• Document experiences for use in RefleXion's Knowledgebase system.
• Act as a leader within the Tech Support and Field Service organization, influencing new team members and acting as a mentor when needed.

Essential Qualifications

To succeed in this role, you'll need:

• A Bachelor's degree in Biomedical, Electrical, Mechanical Engineering, or a 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 devices.
• A deep understanding of healthcare IT infrastructure, including networking, connectivity, and compliance with industry standards such as HIPAA.
• The ability to travel up to 33% to support customers in the field as needed.
• Experience with reading and interpreting complex schematics for troubleshooting.
• Outstanding communication skills (verbal and written).
• Excellent customer support skills.
• A proven ability to diagnose and resolve technical problems on complex electro-mechanical devices.
• Experience with CRM platforms, such as Salesforce.
• A high level of attention to detail and accuracy.
• Critical thinking skills and a proactive problem-solving approach.

Preferred Qualifications

To stand out from the crowd, you'll have:

• Technical support or field service experience with medical LINACs or diagnostic equipment (CT or MRI scanners).
• Experience in a compliance-oriented and highly regulated environment, such as FDA Quality System Regulation (QSR).
• Experience with Salesforce Field Service Lightning (CRM).

What You'll Love About Working with Us

At RefleXion, we offer a dynamic and supportive work environment that fosters growth and innovation. You'll enjoy:

• A competitive compensation package, including a salary range of $100,000 - $150,000 annually.
• A flexible work location and schedule, with the opportunity to work remotely.
• A comprehensive benefits package, including medical, dental, and vision insurance, health savings account, flexible spending account, and 401(k).
• Pre-IPO stock option packages and employee assistance programs.
• A culture that values diversity, equity, and inclusion.
• Opportunities for career growth and professional development.
• A passionate and driven team that's changing the face of cancer treatment.

Our Company Culture

At RefleXion, we're committed to creating a work environment that's inclusive, collaborative, and fun. We offer:

• Weekly catered on-site lunches and kitchens filled with healthy snacks and drinks.
• Employee events, including workshops, lunch and learns, financial wellness education, and company milestone celebrations.
• Electric car charging stations on site.
• A RefleXion Benefit Hub, offering exclusive discounts and deals on a variety of products and services.

Join Our Team

If you're a motivated and experienced technical support professional looking to make a difference in the medical device industry, we want to hear from you. Apply today to join our team as a Senior Technical / Product Support Engineer and help us revolutionize cancer treatment.

RefleXion is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from candidates with diverse backgrounds and experiences.