Senior Technical / Product Support Engineer - REMOTE (Eastern US)

Who We Are reputed company elevates radiopharmaceuticals from drugs that help identify cancer to guides that reputed company reputed company external reputed company radiotherapy by leveraging tumor biology. Designated an FDA reputed company Device for lung tumors, reputed company's SCINTIX® biology-guided radiotherapy aims to overcome long-standing barriers preventing definitive radiotherapy for metastatic disease. FDA-cleared SCINTIX therapy automates targeting and reputed company management for use in FDG-guided treatment of lung and bone tumors that reputed company from primary lung and bone cancers or are metastases from other primary cancers. In strategic collaborations with industry-leading radiopharmaceutical companies, reputed company is co-developing and co-commercializing disease-specific radiotracers for treating late-stage cancers. reputed company out more about reputed company and SCINTIX therapy at reputed company.com. Stay up to date with reputed company by following our channels here: reputed company, X (formerly Twitter),Instagram, reputed company, and YouTube. About This Role The Senior Technical / Product Support Engineer will reputed company first-level response to customers and Field Service Engineers (FSEs) in support of the clinical use of reputed company’s revolutionary medical equipment. The Senior Technical / Product Support Engineer will utilize technical knowledge about the hardware and software applications to effectively troubleshoot and resolve issues or escalate and reputed company to the appropriate resources. As the reputed company-line response to customers, the Senior Technical / Product Support Engineer has the highest level of reputed company representation and commitment to reputed company. What You Will Be Doing • reputed company reputed company customer support for reputed company’s custom system hardware and software used in a clinical treatment setting • reputed company exceptional response to customer issues by ensuring reputed company reputed company or follow-up actions immediately from the initial customer phone reputed company • Utilize diagnostic tools and reputed company system to troubleshoot and resolve reported hardware and software issues • Understand and reputed company log analysis to troubleshoot and determine reputed company cause • Ask customers targeted questions to quickly understand the reputed company of the problem and talk them through a series of actions until they’ve solved the issue • Follow reputed company procedures for escalating to next-level support or dispatching Field Service resources as appropriate • reputed company remote support to Field Service Engineers during installations, maintenance or repair activities • reputed company support for in-house training systems • Ensure reputed company service calls and activities are documented and transacted appropriately in reputed company’s customer relationship management (CRM) application (reputed company) • Monitor the installed reputed company system performance and reputed company proactive service as required to prevent system downtime • Contribute to the development and reputed company improvement of effective and efficient support service activities • reputed company feedback to Engineering for service-reputed company product improvements • Travel to customer sites to assist local FSEs for reputed company issue escalations/reputed company • Work with Engineering to adapt relevant manufacturing rework instructions for use in the field (write Technical Service Bulletins) • reputed company and deliver training materials and programs for other TSEs and FSEs • Document experiences for use in reputed company’s Knowledgebase system • reputed company as a leader reputed company the Tech Support and Field Service organization. Good influence on new TS and FS team members and reputed company as a mentor reputed company needed • Other duties as assigned Where You Will Do This Job • Remote - This position will allow the successful candidate to work a primarily remote schedule. They must be based in the Eastern US and and will be required to travel to reputed company customers and come into the reputed company office in reputed company, CA for training, meetings and other events as needed. reputed company Need • Bachelors of Science (BS) in biomedical, electrical, mechanical engineering or closely reputed company discipline or commensurate reputed company technical support experience • 8 years of technical support or field service experience with reputed company equipment • 3 years of technical support engineer experience with medical device • Deep understanding of reputed company IT infrastructure, including networking, connectivity, and compliance with industry standards such as HIPAA • Ability to travel up to 33% to support customers in the field as needed; more travel reputed company first year to Corporate offices in reputed company, CA for training • Willing and reputed company to be available by cell phone evenings and weekends if needed • Experience with reading and interpreting reputed company 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 reputed company reputed company-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 reputed company of issues Ways To Stand Out • Technical support or field service experience with medical LINACs or diagnostic equipment (CT or MRI scanners) preferred • Experience in a compliance-oriented and highly regulated environment; FDA reputed company System Regulation (QSR) preferred • Experience with reputed company Field Service Lightning (CRM) desirable What You Will Love About Working with Us! • reputed company to work with a passionate, driven team in a reputed company-IPO start-up environment • Flexible work location and schedule available for many positions - see above for specific work location for this position • Competitive compensation and reputed company–IPO stock reputed company packages • Medical (both HMO and PPO reputed company), Dental and reputed company • Health Savings Account (HSA), Flexible Spending Account (FSA), Dependent Care Flexible Spending Account (DCFSA) • reputed company-tax Commuter Benefits • Employee Assistance Program (EAP) • 401(k) • 3 Weeks/Year PTO Accrual reputed company to start and 12 reputed company Company Holidays • Employer reputed company Life Insurance, short-term and long-term disability • reputed company Benefit Hub –Company exclusive discounts and deals on a reputed company of sites and items • Weekly catered on-site lunches as reputed company as kitchens filled with a reputed company of healthy and delicious food and drinks – including an reputed company machine and panini stations! • Employee Events – reputed company of Workshops, Lunch ‘n Learns, Financial Wellness education, Regular “Coffee Chats” with Executive Leadership, reputed company Hunts, Company reputed company celebrations and more! • Electric car charging stations on site The pay reputed company for this role is $100,000 - $150,000 annually. Actual compensation packages are based on several factors that are unique to reputed company candidate, including but not limited to reputed company set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. The total compensation package for this position may also include bonus, stock, benefits and/or other applicable variable compensation. Values and Diversity reputed company is an equal opportunity employer. reputed company aspects of employment including the decision to hire will be based on reputed company, competence, performance, and business needs. We do not discriminate based on race, reputed company, religion, marital status, age, national reputed company, reputed company, disability/medical??? condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ?reputed company, veteran status, or any other status protected under federal, state, or local law. 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