Global Product Support Engineer- Crawley, UK
Global Product Support Engineer- Crawley, UK
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Job Description
Are you a current Elekta employee
Please click here to apply through our internal career site Find Jobs - Elekta.
Want to join a team with a mission to improve and save lives
We continually look for motivated and skilled individuals who are interested in supporting our customers healthcare professionals who use our products to help patients and their communities.
We currently have the following opportunity available - please contact us for more details!
We dont just build technology. We build hope for everyone dealing with cancer.
At Elekta we are united by a clear purpose: to improve the lives of patients by innovating precision cancer treatment. We are seeking a skilled and motivated Global Product Support Engineer to join our mission. In this pivotal role you will serve as the technical bridge between our Business Line Software Solutions and our global regional teams. Youll collaborate with cross-functional partnersincluding Product Management Program Management Engineering Clinical Validation and moreto ensure our software solutions are delivered with the highest quality and impact to healthcare providers around the world.
Join Us in Shaping the Future of Cancer Care! Apply today!
What youll do at Elekta:
Your responsibilities will include but are not limited to:
Responsible for providing regional support teams with assistance on technical service issues and handing escalated technical issues per established policies and procedures. Lead point of contact for Elekta software products T4 technical case escalations and related knowledge article creation.
Lead investigations and resolution of technical issues that impede the installation support and/or use of Elekta Software products (core products as well as third-party equipment) and effectively communicate resolution to Elekta regional software support teams and customers.
Use product expertise / awareness of trends in the field to provide guidance regarding rollout of new MONACO versions to the regions i.e. highlighting a need for early adopter sites to build regional confidence.
Lead deployment (installations and upgrade) of software products at alpha pilot and early adopter sites (when the need for a phased rollout has been identified).
Perform a technical role supporting alpha pilot and early adopter sites (in conjunction with regional teams) during the planning deployment and post go-live phases.
Autonomously reach out to Product Management and Engineering to discuss new features and gather knowledge on new technologies with new products
Global Salesforce Knowledge Articles management
Design and perform service validation for software products.
Identify and triage defects and provide feedback on product instability and serviceability.
Be a key active member of the product team to provide input and be the voice of the service customer as well as end customer.
Create validation environments and lead deployment (installations and upgrades) of software products in these environments.
Lead deployment of Elekta software products for US and European based trade shows.
Lead technical training to GPSE team members and regional software support teams on new and existing products and releases.
Present technical content during Regional Implementation Meetings for Elekta software products.
Provide technical content for product Service Lifecycle Information documents (SLIs).
Accelerate quality software releases to the market.
Support BL Clinical team for market introductions to the regions.
Interpretation and analyses of product telemetry to drive design improvements.
Be the voice of the customer (internal and external) into the development process by providing requirements for instability upgradability and serviceability.
Quality documentation and delivery of all deliverables included within the project lifecycle
Management of project scope using appropriate change management processes
Management of project timelines dependencies and integration points
Documentation of case management in CLM
Partner with Product Management and Engineering teams during the BL SW pilot processes
Management of product risks and issues
Customer facing leader to explain product features and technical deployment model
What you bring:
*We encourage you to apply even if you dont meet every requirementyour unique skills and experiences might be exactly what were looking for!
BSc degree (or equivalent) in Computer Science / Engineering.
Deep technical knowledge of BL SW products
Experience with complex trouble shooting and triage of technical issues
Experience in Elektas software development processes
Previous exposure to Elekta products or equivalent experience
Experience working SaaS products preferred
Demonstrated experience bringing products from engineering design to revenue
Clinical background and/or experience working in healthcare industry preferred
Skilled leader communicator negotiator
Detail oriented self-starter assertive with intense focus on delivering outstanding project results
Demonstrated experience communicating with individuals at all levels of the organization
Voice of BL during the PI planning process
Timely escalation of issues or potential high-impacting risks
Recommend product and process improvements to Business Line leadership as appropriate.
What youll get:
In this role you will work for a higher purpose; hope for everyone dealing with cancer and for everyone regardless of where in the world to have access to the best cancer care. In addition to this Elekta offers a range of benefits.
Hybrid work option (you are required to work from the Crawley HQ at least 3 days/week)
Up to 25 paid vacation days (plus bank holidays)
Holiday Purchase Scheme
Private Medical Insurance
Attractive Employer Pension Contribution Package
Cycle to work scheme
Life Assurance
Onsite subsidized restaurant offering budget-friendly dining
Love electric (Electric vehicle salary sacrifice scheme)
Hiring process
We are looking forward to hearing from you! Apply by submitting your application and rsum in English via the Apply button. Please note that we do not accept applications by e-mail.
Your Elekta contact
For questions please contact the Global Talent Acquisition Partner responsible Sarah Elmasry at We do not accept applications through e-mail.
We are an equal opportunity employer
We are an equal opportunity employer. We evaluate qualified applicants without regard to age race colour religion sex sexual orientation gender identity genetic information national origin disability veteran status or any other protected characteristic.
Required Experience:
Exec
Employment Type
Full-Time
