Field Support Engineer II

Onsite Installation: 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 assigned product lines . Performs post-installation tasks with customers to
include follow-up customer satisfaction inquiries, collecting installation documentation,
and updating CRM cases.

* Service Support: Provides onsite customer service support, such as technical repairs,
service, Preventative Maintenance Inspections, and other activities as required to
ensure the proper functionality of the product.

* Training and Ongoing Support: 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

* Develop customer facing documentation. Develops technical support documentation,
work instructions, knowledge base documents, and FRU replacement instructions

* Provide support for product changes. 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 Alignment products
Additional Job Requirements: In addition to the job description noted above, list and describe
any additional special requirements, such as certification, knowledge or skills.

Education and Experience Requirement

* BSc. in Engineering or other technical discipline preferred
* Proven 2+ years of technical expertise in the installation and service of x-ray or radiation
therapy equipment is preferred. Best: laser installation, alignment, and calibration
experience.
* Technical proficiency in electrical and firmware design
* Able to perform failure and root cause analysis, provide input and feedback to
manufacturing team to improve yield, quality, and cost of product.
* Proficient in the use of Salesforce or similar CRM
* Strong technical aptitude, experience of web-based applications, comfortable with
learning new technologies and industry standards
* Travel - 60% - may include international trips