The Field Service Engineer (FSE) provides on-site and remote customer support for the installation, troubleshooting, repair, and maintenance of complex radiotherapy systems, including TomoTherapy and CyberKnife. This role ensures customer satisfaction through timely service, clear communication, and professional execution while acting as a liaison between Accuray and customers on technical and administrative matters.
Responsibilities
- Provide installation, repair, upgrade, and maintenance support for TomoTherapy and CyberKnife systems located at assigned customer sites
- Promote customer satisfaction through timely response to customer calls, clear and effective communications with internal and external customers, professional appearance, and efficient repair/maintenance activities
- Maintain regular communication with direct manager, peer field personnel, and commercial team members for any customer matters requiring attention
- Self-manage schedule and work priorities to ensure urgent customer requirements are addressed appropriately and customer satisfaction is optimized
- Provide support remotely by phone, internet, and onsite visits as determined by machine status or customer requirements
- Maintain complete and timely documentation of work activities
- Conduct initial review of customer issues to quickly communicate concerns with product performance and safety to Accuray for appropriate review and handling
- Assist in the training of other Customer Support staff, and customer or site personnel with respect to maintenance and service activities, as required
- Work with other FSEs and/or Customer Support Staff on CyberKnife or TomoTherapy products as required
- Ensure appropriate care of parts inventory and prompt return of replaced parts required to be returned to Accuray for processing
- Manage and ensure timely completion of expense reports incurred in the field for customer service or company-required travel and/or training
- Assist in the review and development of service documentation
Requirements
- Minimum 5 years’ experience in field service, installation, and troubleshooting complex electronic equipment or bachelor’s degree with less field experience considered
- Demonstrated ability to be a self-starter and work without close supervision
- Ability to successfully schedule, organize, and conduct field service activities in assigned territory
- Demonstrated ability to communicate complex information to a wide range of audiences including executive level management
- Strong system level troubleshooting skills
- Strong computer skills with an understanding of basic networking
- Strong interpersonal and presentation skills
- Ability to lift up to 50 pounds and work in a physically active environment
Preferred Qualifications
- Previous experience in large medical device field service strongly preferred
- Former military experience a plus
- Bachelor’s degree in engineering
- Knowledge of medical linear accelerator or microwave RF systems and computer networks preferred
- Robotics and/or electro-mechanical systems service experience preferred
Technical Stack
TomoTherapy systems, CyberKnife systems, PCs, Networking/wireless networking, Medical linear accelerator systems, Microwave RF systems, Computer networks, Robotics systems, Electro-mechanical systems
Benefits
- Opportunity to make a direct and powerful impact on the lives of cancer patients
- Chance to change the fight against cancer through innovation
- Support for training and development of field support tools and test equipment
- Collaborative work environment driven by patient-first outcomes
- Inclusive and diverse workplace culture
Work Arrangement
Remote (Local) — Jackson, MS — Remote with up to 25% travel outside of assigned service area, sometimes with little notice
