Field Service Engineer & IT Service Desk Specialist - EIMEA – Switzerland

Description

Field Service Engineer & IT Service Desk Specialist - EIMEA Switzerland

SUMMARY :

Accuray EIMEA is searching for a Field Service Engineer and IT Service Desk Specialist, based in our Morges office in Switzerland.

The person in this position has front-line responsibility for installations, remote and on-site diagnostics prior to repair services as well as preventive maintenance visits on Accuray systems, primarily to Accuray systems located in Accuray Innovation & Partnership Hub in Genolier .

The successful candidate must have proven ability to diagnose and resolve problems on highly sophisticated software, electronic and mechanical robotic devices at clinical sites and major hospitals.

Applicants must have the ability to work independently and have effective communication skills.

Field Service engineers may also work hours other than a traditional daytime shift and may also work weekend days as part of their normal workdays with limited notice due to the emergent nature of service work.

Regular work schedules are determined by a combination of Accuray’s service obligations and customer service needs and are subject to change as needs arise.

The person in this position will also be part of the EIMEA Service Desk team, delivering end-user support to Accuray employees, partners and trainees.

Broad familiarity with information technology, both hardware and software, is required. The successful candidate must be able to communicate effectively with technical and non-technical users.

REPORTING TO / DEPARTMENT :

Regional Service Manager & Senior Manager GIS EIMEA

ESSENTIAL DUTIES AND RESPONSIBILITIES FIELD SERVICE ENGINEER

PRODUCT SUPPORT

• Provide installation, repair and maintenance support to Accuray systems.
• Support is provided to the customer remotely by phone, internet and by on-site visits, as determined by the machine status or customer requirements.
• Promoting the highest level of customer satisfaction through the timely response to customer calls, clear and effective communications, professional appearance, and efficient repair / maintenance activities.
• Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed timely and customer satisfaction is optimized.
• Accurate and clear documentation of work activities are to be completed within the Accuray Customer Management software program, such that these records provide appropriate documentation of the product service history for Device History File records.
• Appropriate care of parts inventory and prompt return of replaced parts that are required to be returned to the Accuray stock for processing.
• Appropriate management and timely completion of Timesheets and expense reports incurred in the field service of Accuray systems.
• Assist in the development of service documentation, in conjunction with the Accuray Customer Service team.
• Assist in the training of further Customer Support staff and customer on site personnel with respect to maintenance and service activities, as required.
• Assist in identification and development of Field Support tools and test equipment.
• Follow Company training as needed. (e.g., basic technical training of 6 weeks at Accuray Headquarters in the US).
• Learn and apply all Accuray internal policies and processes.
• Follow local regulations (such as radioprotection rules attends and runs TUV Audits at customer).
• Maintain company vehicles (if provided) in accordance with Accuray fleet vehicle policy, including safe operations, vehicle cleanliness and vehicle maintenance.

PRODUCT DEVELOPMENT

• Provides feedback through the Madison Customer Service group for 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).
• Assist in the development, documentation, and testing of service tools and design updates to the product.
• Works effectively with other engineers, scientists, subcontractors, and consultants.
• Support project team activities, with attendance at team meetings, representation of Field Service requirements, and provision of documentation as required.

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

ESSENTIAL DUTIES AND RESPONSIBILITIES IT SERVICE DESK SPECIALIST II

• Provide on-site network, audio-visual, and desktop support in Genolier Training Center, in particular during on-site training, remote sessions, events
• Act as first point of contact for problems experienced by end users (Accuray Employees and partners) and trainees.
• Understand all core Accuray IT services and processes and manage service requests and Incidents addresses to the Accuray Service Desk team.
• Perform troubleshooting tasks and operating system support on Microsoft Windows OS
• Support the EIMEA Service Desk team in setting up new users' systems and environments, including hardware and software.
• Install and maintain approved software and hardware components.
• Perform and improve regular preventative maintenance procedures.
• Manage all day-to-day interactions with local IT suppliers, take ownership of some vendor management.
• Document standards, best practices and policies, in particular related to Genolier Training Center.
• Identify and recommend process improvements.
• Ensure case documentation is done systematically in order to measure workload and build out the knowledge database.
• Manage global asset management database, including maintaining appropriate inventory level of all hardware and software to ensure timely resolution.
• Maintain a customer-service oriented atmosphere which includes ensuring prompt responses, effective communication, and delivery of solutions for reported issues.
• Help promote positive, growth mindset and collaborative, collegial working environment.
• Manages escalation process to the IT Leadership.
• Keep Reporting Manager appraised of all activities and related progress.

REQUIRED QUALIFICATIONS :

• Hands-on experience in Field Service, installation and troubleshooting complex electronic equipment.
• Working experience in installing, configuring, and eventually supporting : Windows desktop operating systems, Microsoft O365, printers
• Experience in Microsoft Active Directory, VPN, MFA, Intune, OKTA, SCCM, Zoom Product suite are a plus.
• Good H / W and S / W computer skills, including network knowledge. Ability and willingness to quickly learn to use new software tools.
• Capable of prioritizing multiple tasks and discerning urgency in a dynamic, fast-paced environment.
• Demonstrates exceptional customer relations skills and a robust service-oriented approach. Proficient in effectively communicating and interacting with both technical and non-technical users.
• Team player - ability to work well in a close, do-it-all team environment.
• Be a self-starter and work without close supervision, be able to successfully schedule, organize and conduct field service activities.

But in parallel document and share progress to allow multiple colleagues working on the same issues, as well as correct load balancing.

Fluent reading, writing and speaking in local language and English.

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.