Technical Support Engineer
CurrentThe Technical Support Engineer EIMEA (Europe, India, Middle East and Africa), home-based in India, is responsible for initial response and follow-up of customer issues by effectively focusing Accuray resources to resolve problems quickly and escalating any unresolved issues to ensure customer satisfaction.· Technical Support to Field Service Engineers acting on the Field byphone/emails or by going to the site,· Gather data, log files, Network trace, Configuration, and site specifics data which should result in a complete description of the symptoms, configuration information, revision level, and detail on reproducibility.· Establishment of clear lines of communication to all appropriate areas of the company for call escalation, information feedback, and product improvements.· Investigation of technical problems coming from the Field: Action Plancreation and follow-up,· Managing EIMEA Field Actions to be performed on TomoTherapy· Responsible for providing high-level technical support to our global install base.· New product installation, support, and implementation scheduling· Service documentation and training material creation and maintenance· Knowledge transfer between Accuray Headquarters in the US and EIMEA personnel/customers, on 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).· Observe Accuray Safety Program requirements and work practices. Help ensure that safety requirements and quality considerations are proactively addressed and implemented in the product's design to maintain a safe work environment.· Assists in developing and implementing processes, programs, and incentives to foster team member’s growth and development, including training program development.
