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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!
Description -
Elekta Care Support Centre (ECSC) are responsible for delivering professional customer support for the Elekta product range in Region TIMEA.
Support Specialists are primarily responsible for supporting the Elekta product family, associated third-party products and the people who benefit from their use.
The key activities of the role are supporting customers, business units and distributors with their product issues. Product support requests will be submitted to the support team via phone, email or customer portal. It is vital that all product issues are reviewed in a professional and timely manner with the clinical impact of the issue being identified as quickly as possible to determine the case priority.
The individual is expected to be first and foremost a good communicator with excellent interpersonal skills and dedication to our customers.
Support specialists are expected to have the appropriate passion and drive to develop their knowledge to enable them to progress to the next level of support specialist or leadership.
Responsibilities –
- Answering phone calls from customers, business units and distributors seeking product support
- Receive and own cases from other ECSC specialists, FSEs and distributors
- Troubleshoot product issues in a live clinical environment
- Prioritize activities to ensure clinical system down problems receive immediate attention
- Clearly document all support activities in line with Elekta policies and procedures.
- Resolve and/or escalate cases as required.
- Attend internal and external training as required. Demonstrate knowledge and skills obtained from training.
- Visit customer sites to investigate and resolve product or political issues
- Identify product issue trends and alert management.
- Propose solutions to improve support issue management
- Writes and delivers Knowledge Articles (KA’s) and assists with Field Change Orders (FCOs) creation to distribute new technical information to the field.
- Utilize product knowledge to support rollout of new products and features to ensure all regional service teams have sufficient knowledge
- Develop skills to become a Subject Matter Expert in a relevant specific area
- Develop knowledge on all Elekta products
- Prioritize and manage cases in an efficient and professional manner
- Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution.
- Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved before the work commences and throughout the case lifecycle
- Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time.
- Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place.
- Documenting and having that work accepted by the customer before leaving site or closing the case.
- Utilise suitable remote support tools to resolve issues remotely, in line with agreed targets.
- Utilise remote and Business Intelligence tools to identify issues proactively, in line with agreed targets
- Out of hours/public holiday support where appropriate (rota with other team members)
- Represent ECSC at internal and external meetings as required
- Involvement with global Elekta technical groups on R&D projects, ensuring ECSC requirements are captured
- Responsibility for supporting projects on the ECSC roadmap and strategy
- Working to the global standard as per the Elekta Care Support Handbook
Relevant knowledge, skills and competencies –
- Minimum of 2 years’ experience as level 2 support specialist or equivalent Elekta product exposure(LINAC/Brachy/Gamma Knife)
- Ability to solve complex product issues
- Ability to mentor and pass on knowledge
- Identifying any necessary training requirements and escalating these to management as needed.
- Excellent verbal and written communication skills
- Ability to effectively interact with customers and colleagues
- Ability to work in a team environment
- Flexible and accommodating approach
- Ability and desire to promote Elekta’s professional image
- Can demonstrate outstanding customer care skills
- Be flexible to travel at short notice
