Global Product Support Engineer- Crawley, UK page is loaded

Global Product Support Engineer- Crawley, UK

Are you a current Elekta employee?

Please click here to apply through our internal career site Find Jobs - Elekta .

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.

We currently have the following opportunity available - please contact us for more details!

We don’t just build technology. We build hope for everyone dealing with cancer .

At Elekta, we are united by a clear purpose: to improve the lives of patients by innovating precision cancer treatment. We are seeking a skilled and motivated Global Product Support Engineer to join our mission. In this pivotal role, you will serve as the technical bridge between our Business Line Software Solutions and our global regional teams. You'll collaborate with cross-functional partners—including Product Management, Program Management, Engineering, Clinical Validation, and more—to ensure our software solutions are delivered with the highest quality and impact to healthcare providers around the world.

Join Us in Shaping the Future of Cancer Care ! Apply today!

What you’ll do at Elekta :

Your responsibilities will include but are not limited to:

• Responsible for providing regional support teams with assistance on technical service issues and handing escalated technical issues per established policies and procedures. Lead point of contact for Elekta software products T4 technical case escalations and related knowledge article creation.

• Lead investigations and resolution of technical issues that impede the installation, support, and/or use of Elekta Software products (core products as well as third-party equipment), and effectively communicate resolution to Elekta regional software support teams and customers.

• Use product expertise / awareness of trends in the field to provide guidance regarding rollout of new MONACO versions to the regions i.e. highlighting a need for early adopter sites to build regional confidence.

• Lead deployment (installations and upgrade) of software products at alpha, pilot and early adopter sites (when the need for a phased rollout has been identified ).

• Perform a technical role supporting alpha, pilot and early adopter sites (in conjunction with regional teams) during the planning, deployment and post go-live phases.

• Autonomously reach out to Product Management and Engineering to discuss new features and gather knowledge on new technologies with new products

• Global Salesforce Knowledge Articles management

• Design and perform service validation for software products.

• Identify and triage defects and provide feedback on product instability, and serviceability.

• Be a key active member of the product team to provide input and be the voice of the service customer as well as end customer.

• Create validation environments and lead deployment (installations and upgrades) of software products in these environments.

• Lead deployment of Elekta software products for US and European based trade shows.

• Lead technical training to GPSE team members and regional software support teams on new and existing products and releases.

• Present technical content during Regional Implementation Meetings for Elekta software products.

• Provide technical content for product Service Lifecycle Information documents (SLIs).

• Accelerate quality software releases to the market.

• Support BL Clinical team for market introductions to the regions.

• Interpretation and analyses of product telemetry to drive design improvements.

• Be the voice of the customer (internal and external) into the development process by providing requirements for instability, upgradability, and serviceability.

• Quality documentation and delivery of all deliverables included within the project lifecycle

• Management of project scope using appropriate change management processes

• Management of project timelines, dependencies and integration points

• Documentation of case management in CLM

• Partner with Product Management and Engineering teams during the BL SW pilot processes

• Management of product risks and issues

• Customer facing leader to explain product features and technical deployment model

What you bring:

* We encourage you to apply even if you don’t meet every requirement—your unique skills and experiences might be exactly what we're looking for !

• BSc degree (or equivalent) in Computer Science / Engineering.

• Deep technical knowledge of BL SW products

• Experience with complex trouble shooting and triage of technical issues

• Experience in Elekta’s software development processes

• Previous exposure to Elekta products or equivalent experience

• Experience working SaaS products preferred

• Demonstrated experience bringing products from engineering design to revenue

• Clinical background and/or experience working in healthcare industry preferred

• Skilled leader, communicator, negotiator

• Detail oriented, self-starter, assertive with intense focus on delivering outstanding project results

• Demonstrated experience communicating with individuals at all levels of the organization

• Voice of BL during the PI planning process

• Timely escalation of issues or potential high-impacting risks

• Recommend product and process improvements to Business Line leadership as appropriate .

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 .

• Hybrid work option (you are required to work from the Crawley HQ at least 3 days/week)

• Up to 25 paid vacation days (plus bank holidays)

• Holiday Purchase Scheme

• Private Medical Insurance

• A ttractive Employer Pension Contribution Package

• Cycle to work scheme

• Life Assurance

• Onsite subsidized restaurant, offering budget-friendly dining

• Love electric (Electric vehicle salary sacrifice scheme)

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 Sarah.Elmasry@elekta.com. We do not accept applications through e-mail.

We are an equal opportunity employer

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.

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