Field Support Engineer (CALA)

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    "requisitionDescription": "<div><div><div><div><p>The Field Support and Install Engineer is responsible for providing a high level of technical support to customers, channel partners, and internal departments related to Laser Alignment, RT Hardware and other field installable products. They are responsible for assisting the customer and the sales team in product quotes, provide accurate and consistent site planning, product installation, training to the customers and provide support for product changes throughout the product life cycle.&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\">&nbsp;<strong>Key Areas of Responsibilities</strong>&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-family: Symbol;\">·</span> <strong>Provide support to our customers.</strong> Answers inquiries and questions in a timely manner, provides resolutions for complaints following the quality process, and communicates with customers via phone, conference calls, texting, instant messaging, and/or emails&nbsp;&nbsp;</p>\n<p>&nbsp;<span style=\"font-family: Symbol;\">·</span> <strong>Manage support cases.</strong> Enters, updates, and maintains assigned support cases in the CRM tool&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-family: Symbol;\">·</span> <strong>Project Management</strong>: Develops the project Support Plan prior installation and, coordinates operational schedule with customer and distributor for bookings and shipments, OEM project plans, installation schedules and customer training.&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-family: Symbol;\">·</span> <strong>Site -Planning:</strong> Performs site-planning for sales opportunities which includes accurate tender and quote submissions based on room specifications, provide design and technical documentation (CADD), and assist with ordering custom accessories. Recommends which products or services best fit the customers’ needs and provide site planning technical support&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-family: Symbol;\">·</span> <strong>Onsite Installation:</strong> Provides schedule information for installations and service trips, identifies and repairs onsite product failures, and orders and replaces parts as needed Assist design engineers to identify and implement problem resolutions, develop service tools for in-house and field based support, and assists with repairs, refurbishing, and testing of all laser products . Performs post-installation tasks with FSE and customers to include follow-up customer satisfaction inquiries, collecting installation documentation, and updating CRM cases.&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-family: Symbol;\">·</span> <strong>Service Support</strong>:  Provides onsite customer service support, such as technical repairs, service, alignment, Preventative Maintenance Inspections and other activities as required to ensure the proper functionality of the product.&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-family: Symbol;\">·</span> <strong>Training and Ongoing Support</strong>: Conducts customer product/ field service training for installation and repairs, and training for internal employees and distributors. Develops technical support documentation, work instructions, knowledge base documents, and FRU replacement instructions. Answers inquiries and questions in a timely manner, provides resolutions for complaints following the quality process, and communicates with customers via phone, conference calls, texting, instant messaging, and/or emails&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><strong>Knowledge, Skills and Abilities: </strong>&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-size: 11pt;font-family: Symbol;\">·</span> <span style=\"font-size: 11pt;font-family: Calibri, sans-serif;\">BSc.in Engineering or other technical discipline preferred</span>&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-size: 11pt;font-family: Symbol;\">·</span> <span style=\"font-size: 11pt;font-family: Calibri, sans-serif;\">4-6 years of technical expertise in the installation and service of x-ray or radiation therapy equipment is preferred </span>&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-size: 11pt;font-family: Symbol;\">·</span> <span style=\"font-size: 11pt;font-family: Calibri, sans-serif;\">Must be familiar with the concepts, practices, and procedures of project management and site-planning</span>&nbsp;&nbsp;</p>\n<p><span style=\"font-size: 11pt;font-family: Symbol;\">·</span> <span style=\"font-size: 11pt;font-family: Calibri, sans-serif;\">Able to perform failure and root cause analysis, provide input and feedback to manufacturing team to improve yield, quality, and cost of product.</span>&nbsp;&nbsp;</p>\n<p><span style=\"font-size: 11pt;font-family: Symbol;\">·</span> <span style=\"font-size: 11pt;font-family: Calibri, sans-serif;\">Proficient in the use of Salesforce or similar CRM</span>&nbsp;&nbsp;</p>\n<p><span style=\"color: rgb(74,74,74);background-color: rgb(255,255,255);font-size: 14px;font-family: Symbol;\">·</span>  Fluent in English, Portuguese and Spanish&nbsp;&nbsp;</p>\n<p style=\"text-align:justify;\"><span style=\"font-size: 11pt;font-family: Symbol;\">·</span> <span style=\"font-size: 11pt;font-family: Calibri, sans-serif;\">Travel – 60% - may include international trips</span>&nbsp;&nbsp;</p>\n</div></div></div></div>\n",
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