Software Support Specialist (2nd line, Support)
Elekta empowers talented individuals to improve, prolong and even contribute to saving patient lives. While we work to provide intelligent and resource-efficient solutions that offer confidence to healthcare providers and patients, among our most satisfying accomplishments is the on-going personal development of our staff. It can be a rewarding and empowering experience working at the forefront of pioneering medical technology. Many new recruits progress quickly to play pivotal roles in maintaining the pace of innovation that propels Elekta's success. That's why we attract some of the world's finest talent. The Software Support Specialist's work in our European Technical Support Group who provide clinical and technical support for Oncology products in Europe, Middle East & Africa (EMEA). At Elekta our Product Support Specialists (Software) are responsible for the technical support of Elekta's Oncology Information System (OIS), Brachytherapy products & Treatment Planning System (TPS) product range, associated third-party products, and support of the people who benefit from their use. This role is based in Crawley, West Sussex and will include all aspects of remote support to our customers, business units and distributors. In order to maintain the necessary field competence travel (up to 20%) will be expected throughout the region. We may ask you to attend site at very short notice to resolve escalating product issues, although this will not be frequent. Ideally you be fluent in a second European language (Ideally French, German, Spanish or Italian). Key skills • Actively seek and maintain the necessary clinical and technical competence to be able to effectively diagnose and resolve problems on all of the Elekta software product range. • Identifying any necessary training requirements and escalating these to management • A strong Clinical Oncology radiography understanding to be able to apply in everyday use to guide customers through product application/work-flow. • Technical skills in the area of PC/Network Computing (desired)Prioritizing and managing calls in an efficient and professional manner (from customers, Elekta engineers and Distributors) • 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 time-scales involved. • Ensuring that all interested parties are aware of on-going or escalating issues, progress being made and any plans that have been put in place. • Record all support activities in an appropriate call logging system • Escalate to management any technical issues that are likely to become significant Additional Information When applying for this role, please think carefully about the job requirements and ensure that your CV reflects the required skills we need for this role, please ensure you are eligible to work in the UK We offer a competitive salary & a relocation package as this role requires the successful candidate to be based near our office in West Sussex, United Kingdom. You will also benefit from numerous other benefits, including a 5% bonus, holidays, Life & Medical Insurance, Pension, Staff Car Park & Subsidised Staff Restaurant.