Field Software Support Specialist Remote Type: Remote Location: Madrid Time Type: Full time Posted On: 5 Days Ago End Date: November 29, 2024 (30+ days left to apply) Job Requisition ID: R2023-1924 Are you a current Elekta employee?
Please click here to apply through our internal career site.
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.
Join our dedicated team as a Field Software Support Specialist , where your expertise will make a real difference in the lives of patients and healthcare professionals.
In this role, you will be at the forefront of supporting the Elekta product family and associated third-party products, ensuring seamless operation and addressing product issues with efficiency and care.
You will engage directly with customers through phone, email, and our customer portal, providing timely and professional support while prioritizing the clinical impact of each case.
Your strong communication and interpersonal skills will be essential as you build relationships with our clients, helping them navigate any challenges they encounter.
If you thrive in a collaborative environment and are committed to delivering exceptional support, we invite you to apply and become a key part of our mission to enhance healthcare delivery.
What you'll do at Elekta Your role will include (but not limited to): Primary resource for answering phone calls from customers seeking product support.
Troubleshoot product issues in a live clinical environment.
Prioritize activities to ensure clinical system down problems receive immediate attention.
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 issues.
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.
Escalate and seek advice and assistance as required to ensure all issues are managed to a satisfactory resolution in the fastest possible time.
Ensure that all interested parties are aware of ongoing or escalating issues, progress being made, and any plans that have been put in place.
Ensure that the customer is fully aware of the implications of any work being undertaken before that work commences.
Document and have that work accepted by the customer before leaving site or closing the case.
Be flexible to travel at short notice.
Continuously follow training on new products or new functionality.
Develop local 1st level training for FSE to help increase SW local expertise.
Be the owner (and be accountable) of customer satisfaction on Elekta SW products and proactively propose improvements.
The right stuff Strong analytical and diagnostic skills with excellent sense of responsiveness and priorities.
Identifying any necessary training requirements and escalating these to management as needed.
Spanish speaking and fluent in English (Portuguese highly recommended).
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.
What you bring Good knowledge of PC/Network Computing.
Systems administration or experience in IT support environment (desired).
Experience in medical imaging, linear accelerators, and/or clinical use of radiotherapy products is desirable.
Knowledge of Citrix, Active Directory, and Virtualization.
Experience in a support environment (desired).
What you'll 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: Market salary Exceptional leave according to our labour agreement Medical and life insurance via MetLife Lunch voucher Company car and internet allowance Parental salary subsidy Holiday 25 days Hiring process We are looking forward to hearing from you!
Apply by submitting your application and résumé 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 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.
About Us We don't just build technology.
We build hope.
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