Global Technical Support Manager

Give hope. Give health. Make your mark in the fight against cancer.

At Accuray, we make a direct and powerful impact on the lives of cancer patients every day — helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer — helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.

Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makes treatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Job Description

SUMMARY:  This position will be responsible for developing and executing an overall strategy for providing advanced technical support for Accuray customers and field service teams within the region in concert with peer management staff and headquarters functions.  In this capacity, this role will be responsible for overseeing day-to-day technical report responsibilities, managing key performance indicators for the team and installed systems in addition to participating and/or leading initiatives related to the support of Accuray products worldwide.  This position will work closely with peers around the globe to advance Accuray’s global product support capabilities.

REPORTING TO/DEPARTMENT:  This position reports to the Senior Director of Global Technical Support in our Global Service organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead the refinement of our well-established technical support capabilities that that exceeds our customers’ expectations, drives performance improvement of the installed systems and strengthens the capability of the service delivery team
• Develop an industry leading technical support department to provide technical support to Accuray Field Service Engineers and user customers within the global regions
• Implement and maintain dashboards and key performance indicators for the technical support team and performance of all installed systems in the regions
• Develop and implement a support feedback system to continuously improve technical support
• Implement a continuous post mortem assessment of calls; communicating trends to the appropriate parties for larger scale issue resolution; acting as a representative of the department in some of the larger scale issues resolution task teams
• Drive a culture of proactive monitoring, issue identification and resolution
• Assists in the development and implementation of processes, programs, and incentives to foster team member growth and development including training program development
• Promotes customer satisfaction through problem solving, clear and effective communications, professional appearance, and efficient repair/maintenance activities
• Provide support to the rest of organization for all projects which need global technical support input
• Support the development of documentation to support installation, support, QA and upgrades for Accuray products
• Work with field management and global service training to develop identify personnel development needs and support training and course development as required
• Work with engineering and manufacturing to implement feedback gathered from the field regarding quality, serviceability, and reliability of Accuray’s products

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree in engineering, suitable field of study or a minimum of 10 years of field service experience
• Minimum of 5 years experience in a field service or technical support capacity supporting a capital equipment medical device business or in a healthcare environment
• Previous leadership experience in a customer-facing environment
• Very strong process orientation and a demonstrated ability to evaluate processes and implement change at a team level
• Ability to manage multiple complex initiatives and lead cross-functional teams to solve process and operational issues/find efficiencies
• Ability to manage a remote team
• Excellent interpersonal and communication skills with the ability to communicate with employees and customers at all levels
• Proven ability to influence in a matrix environment
• Strong computer/data analysis skills
• Preferred location for this position is Madison, WI but will consider other locations for candidates with an appropriate level of qualification

To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.

EEO Statement

At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top — and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin – including individuals with disabilities and veterans.