Senior Technical/Product Support Engineer

Summary

Join RefleXion as a Senior Technical/Product Support Engineer and provide first-level support to customers and field service engineers for our revolutionary medical equipment. You will utilize your technical expertise to troubleshoot and resolve hardware and software issues, escalating complex problems as needed. As the primary customer contact, you will ensure prompt resolution and exceptional customer service. This remote position, based in the Eastern US, requires travel up to 33% and involves collaborating with engineering, developing training materials, and contributing to continuous service improvement. You will be a leader within the Tech Support and Field Service organization, mentoring new team members. The role offers a competitive compensation package and a flexible work environment.

Requirements

• Bachelors of Science (BS) in biomedical, electrical, mechanical engineering or closely related discipline or commensurate direct technical support experience
• 8 years of technical support or field service experience with complex equipment
• 3 years of technical support engineer experience with medical device
• Deep understanding of healthcare IT infrastructure, including networking, connectivity, and compliance with industry standards such as HIPAA
• Ability to travel up to 33% to support customers in the field as needed; more travel within first year to Corporate offices in Hayward, CA for training
• Willing and able to be available by cell phone evenings and weekends if needed
• Experience with reading and interpreting complex schematics for use in troubleshooting
• Outstanding communication skills (verbal and written)
• Excellent customer support skills
• Proven ability to diagnose and resolve technical problems (both hardware and software) on complex electro-mechanical devices that use highly sophisticated software
• Experience with use of data analytics for predictive maintenance and error detection, and the use of system log files for diagnosis and performance analysis
• Ability to learn new software tools quickly
• Ability to analyze log files for diagnosing system issues
• Experience with CRM platforms required
• High level of attention to detail and accuracy
• Critical thinking skills and proactive problem-solver
• Skilled at building strong relationships with customers through effective communication, professionalism, and resolution of issues

Responsibilities

• Provide direct customer support for RefleXion’s custom system hardware and software used in a clinical treatment setting
• Provide exceptional response to customer issues by ensuring prompt resolution or follow-up actions immediately from the initial customer phone call
• Utilize diagnostic tools and knowledge management system to troubleshoot and resolve reported hardware and software issues
• Understand and perform log analysis to troubleshoot and determine root cause
• Ask customers targeted questions to quickly understand the root of the problem and talk them through a series of actions until they’ve solved the issue
• Follow standard procedures for escalating to next-level support or dispatching Field Service resources as appropriate
• Provide remote support to Field Service Engineers during installations, maintenance or repair activities
• Provide support for in-house training systems
• Ensure all service calls and activities are documented and transacted appropriately in RefleXion’s customer relationship management (CRM) application (Salesforce)
• Monitor the installed base system performance and direct proactive service as required to prevent system downtime
• Contribute to the development and continuous improvement of effective and efficient support service activities
• Provide feedback to Engineering for service-related product improvements
• Travel to customer sites to assist local FSEs for complex issue escalations/resolution
• Work with Engineering to adapt relevant manufacturing rework instructions for use in the field (write Technical Service Bulletins)
• Develop and deliver training materials and programs for other TSEs and FSEs
• Document experiences for use in RefleXion’s Knowledgebase system
• Act as a leader within the Tech Support and Field Service organization. Good influence on new TS and FS team members and act as a mentor when needed
• Other duties as assigned

Preferred Qualifications

• Technical support or field service experience with medical LINACs or diagnostic equipment (CT or MRI scanners) preferred
• Experience in a compliance-oriented and highly regulated environment; FDA Quality System Regulation (QSR) preferred
• Experience with Salesforce Field Service Lightning (CRM) desirable

Benefits

• Flexible work location and schedule available for many positions - see above for specific work location for this position
• Competitive compensation and Pre–IPO stock option packages
• Medical (both HMO and PPO options), Dental and Vision
• Health Savings Account (HSA), Flexible Spending Account (FSA), Dependent Care Flexible Spending Account (DCFSA)
• Pre-tax Commuter Benefits
• Employee Assistance Program (EAP)
• 401(k)
• 3 Weeks/Year PTO Accrual rate to start and 12 Paid Company Holidays
• Employer paid Life Insurance, short-term and long-term disability
• RefleXion Benefit Hub –Company exclusive discounts and deals on a variety of sites and items
• Weekly catered on-site lunches as well as kitchens filled with a variety of healthy and delicious food and drinks – including an espresso machine and panini stations!
• Employee Events – Variety of Workshops, Lunch ‘n Learns, Financial Wellness education, Regular “Coffee Chats” with Executive Leadership, Scavenger Hunts, Company Milestone celebrations and more!
• Electric car charging stations on site