Senior Software Technical Support Engineer

Description

By combining radiotherapy and PET-CT in a novel way, we can find and treat cancer using its own emissions. As a RefleXion Software Technical Support Engineer (SW TSE), you are a customer driven professional able to assist Customers and Field Service Engineers (FSEs) to perform relevant Software Support activities in a timely fashion.  You must have a strong background in a related discipline and be able to meet all the administrative requirements. 

Responsibilities

• Provide remote and telephone support to Field Service Engineers (FSEs) to effectively provide Software Support for installations, routine maintenance, and SW upgrades to RefleXion’s equipment in a clinical environment.
• Provide help to Customers and Field Engineers to troubleshoot and resolve software issues via phone or remote support.
• Timely and professionally handle calls from FSEs and triage issue resolution with R&D and other headquarters resources as appropriate.
• Communicate with local FSEs and account executives to ensure satisfaction and implement any necessary corrective actions.
• Timely and accurate documentation of service activity using Salesforce (Field Service Lightning experience helpful) and other paperwork as assigned.
• Ensure customer satisfaction through implementation of effective and efficient service and administrative activities.
• Write Knowledgebase Articles and Technical Service Bulletins as needed.
• Help provide SW training to new hire FSEs and TSEs as needed.
• Provide feedback to Engineering for service-related product improvements.
• Other duties as assigned.

Requirements

• Minimum of Bachelors’ Degree in Computer Science, Engineering or related discipline or equivalent experience. SpfMaster’s degree preferred.
• 5+ years of Technical Support or Field Service experience with similar equipment, such as linear accelerator or diagnostic imaging equipment. (CT, PET, or MRI scanners).
• Experience in a compliance-oriented and highly regulated environment; FDA Quality System Regulation (QSR) preferred.
• Proven ability to diagnose and resolve problems software issues on complex electro-mechanical devices, using highly sophisticated software and test equipment, in a manufacturing setting and at clinical sites.
• Proficiency using Microsoft Office products (Excel, Work, PowerPoint).
• Excellent verbal and written communication skills (i.e. Outlook email).
• High level of attention to detail and accuracy.
• Critical thinking skills and proactive problem solver.
• Skilled at building strong relationships with all points of contact through effective communication, professionalism, and resolution of issues.
• Ability to travel up to 10% in the U.S.
• Willing and able to be available (On Call) by cell phone evenings and weekends if needed.
• Located preferable in the San Francisco Bay Area.

Company Benefits and Perks – What you will love about us!

All positions at RefleXion are eligible to receive the same benefits, listed here. We also want to highlight the following perks that add to our collaborative and team-work company culture.  As we continue to grow as a company, we strive to have these benefits and perks grow with us – we are so excited for what is in store! 

• The opportunity to work with a passionate, driven team in a pre-IPO start-up environment.
• Competitive compensation and stock option package.
• Three (3) weeks PTO to start.
• Medical (both HMO and PPO options), Dental and Vision.
• Health Savings Account (HSA), Flexible Spending Account (FSA), Dependent Care Flexible Spending Account (DCFSA).
• Employee Assistance Program (EAP).
• 401K.
• Employer paid Life Insurance.
• RefleXion Benefit Hub – for company exclusive discounts and deals on a variety of sites and items.
• Free daily on-site lunches.
• Kitchens filled with a variety of healthy and delicious snacks and drinks – including espresso and soda machines!
• Company culture building events such as Coffee Chats with the Executives, Friday Afternoon Ice Cream Socials and monthly Book Club.
• On-site mobile car wash services weekly.
• Electric car charging stations on site..