Senior Technical / Product Support Engineer - REMOTE (Eastern US)

Who We Are

RefleXion elevates radiopharmaceuticals from drugs that help identify cancer to guides that actively direct external beam radiotherapy by leveraging tumor biology. Designated an FDA Breakthrough Device for lung tumors, RefleXion's SCINTIX® biology-guided radiotherapy aims to overcome long-standing barriers preventing definitive radiotherapy for metastatic disease. FDA-cleared SCINTIX therapy automates targeting and motion management for use in FDG-guided treatment of lung and bone tumors that arise from primary lung and bone cancers or are metastases from other primary cancers. In strategic collaborations with industry-leading radiopharmaceutical companies, RefleXion is co-developing and co-commercializing disease-specific radiotracers for treating late-stage cancers.

Find out more about RefleXion and SCINTIX therapy at reflexion.com.

Stay up to date with RefleXion by following our channels here:

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About This Role 

The Senior Technical / Product Support Engineer will provide first-level response to customers and Field Service Engineers (FSEs) in support of the clinical use of RefleXion’s revolutionary medical equipment. The Senior Technical / Product Support Engineer will utilize technical knowledge about the hardware and software applications to effectively troubleshoot and resolve issues or escalate and dispatch to the appropriate resources. As the front-line response to customers, the Senior Technical / Product Support Engineer has the highest level of professional representation and commitment to customer success.

What You Will Be Doing

• 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

Where You Will Do This Job  

• Remote - This position will allow the successful candidate to work a primarily remote schedule. They must be based in the Eastern US and and will be required to travel to RefleXion customers and come into the RefleXion office in Hayward, CA for training, meetings and other events as needed.

What We Need

• 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

Ways To Stand Out 

• 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

What You Will Love About Working with Us!

• The opportunity to work with a passionate, driven team in a pre-IPO start-up environment
• 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

The pay range for this role is $100,000 - $150,000 annually.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. The total compensation package for this position may also include bonus, stock, benefits and/or other applicable variable compensation.

Values and Diversity 

RefleXion is an equal opportunity employer. All aspects of employment including the decision to hire will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, disability/medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.