Learning Services Delivery Specialist for the Image Guided Therapy - Devices (IGTD) group:• Train and teach detailed technical knowledge demonstrating how to service, repair, and ensure integrated function of Image Guided Therapy Devices (IGTD).• Provide tailored and localized IGTD training to US-based and internationally based Field Service Engineers.•Develop and improve course material and approach to meet the needs of global Field Service Engineers on the various configurations of the IGTD offerings.

Support Service and Install teams to create policies and procedures for the diagnosing and repair of the MRI portion of the ViewRay MRIdian MR Guided Radiation Therapy (LINAC) system.MRI Technical Services and escalation resolution via remote, onsite, and Helpdesk functions. Lead MRI Training Instructor for an MR-Linac Radiation Therapy system which utilizes a Siemens Avanto-DOT 0.35T MRI.In addition to classroom and lab training delivery, Training Instructor role involves creating and continuously improving course content as well as creating real-life troubleshooting exercises.

Responsibilities include NPI, FoK, and Installation support as well as diagnostic, corrective, and preventive maintenance services to Installed Base MRI systems nationwide. Serve as the service interface to internal Engineering, Manufacturing Operations, and Q&R. Provide Engineering and Production Bay service support. Responsible for service level validation of documentation. Create service level procedural information

Provided service oversight for NPI and IB FCO’s from CT/AMI BU to ensure appropriate level of service, FSE training/skillset, and effort while ensuring FCO costs were communicated to the BU Financial group. Led CT/AMI Business Unit (BU) service initiatives for improvement projects, workshops, and compliance initiatives as interface to global markets and Global Customer Service (GCS):• Served as interface to BU Customer Services Leadership and Service/Market teams to communicate and report FCO development and deployment plans and manage issues with deployed FCO’s.• Drove transition of FCO CS functions to Q&R Post-Market and Imaging CS.• Led Customer Service Intellectual Property (CSIP) redesign for CT/AMI via cross-modality workshop participation and subsequent CT/AMI BU scope identification and effort calculations.• Drove the Out of Tolerance (OOT) Tool initiative within BU via participation in cross function workshops and internal BU escalation process design.• Represented Senior Director of CT/AMI Customer Services as delegate to CAPA Review Board.• Supported quality and regulatory audit preparation and response (FDA, NSF Becker, and TUV):o SME for resultant quality updates to installation records/templates including field service & specialist training course development & implementation.

Drove NPI and IB harmonization, efficiency, and compliance initiatives with cross-modality BU Service Innovations teams (CT/AMI, MRI, IGT, DXR, and Ultrasound) as well as various Market, GCS, Legal, and Q&R representatives:• Created and implemented CSIP Level 0 PM Checklist-Schedule policy process and managed BU cross-modality PM Checklist deployment.• Created and implemented Market-to-BU OOT Tool escalation process. • Managed and authored initial update of Imaging level EOL policy to reflect corporate EOL policy and capture BG/BU costs and risks.• Served as an Imaging CS central point of contact and SI team representative on cross-organization improvement projects and workshops such as:o Flexible CSIP redesign.o Life Cycle Management and NPI process design.o FSE training qualification & Service Work Order compliance.o GCS Global Tool Committee and GCS Global Tool Control Policy.

Served as the primary service interface to MR BU (Cleveland) Engineering, Manufacturing, and Q&R internal programs in the development of NPI service strategies, IB escalations, and research site status reporting.• Managed and performed 7T Achieva installations worldwide as well as NPI FoK upgrades.• Created 7T Achieva service strategy and troubleshooting documentation including conducting seminars and onsite training for FSE and research customers.• Served as the primary service interface between MR BU (Cleveland) Engineering and local FSE at luminary 7T research customer sites: Utrecht, Leiden, ETH/Zurich, Nottingham, Kennedy Krieger, UTSW, Vanderbilt, and Ohio State University.o Provided FSE technical support and onsite customer facing escalation for 7T Achieva MRI systems.

Provided MR BU (Cleveland) level NPI FoK support as well as IB escalation and technical support to Field Service Specialists and Remote Technical Assistance Centers (RTAC) for Intera/Achieva and Eclipse/Infinion MRI systems.• Identified MR System or FSE problem areas and developed troubleshooting techniques, level of service documentation improvements, training seminars, and tools.• Developed Service requirements and provided input to MR Engineering during the design and development stages of NPI’s as well as field feedback for IB product improvements.• Traveled to international and domestic customer sites to resolve various system level performance issues.

Performed standard diagnostic, corrective, and preventive services on Philadelphia area MRI systems with goal of keeping service contracts and customer profitable. Systems on which training was received and services performed were various 0.5T – 1.5T superconductive MRI products (HPQ, Edge, Eclipse) as well as the open 0.23T resistive MRI system (Outlook) for Picker/Marconi (prior to becoming Philips).In addition to primary FSE roles, MR modality specialist status (unofficial position) was designated by local service manager in 1996. Responsibilities were to assist FSE colleagues with technical issues before formal higher escalation or management intervention was requested. This role also included updates to local management on progression of technical issue resolution/escalation so that customer satisfaction and expectations were maintained.