Software Service Engineer

Job Description

• Responsible for delivering professional customer support for the Elekta product range in Hong Kong. • Support Specialists are primarily responsible for supporting the Elekta product family, associated third-party products and the people who benefit from their use. • The key activities of the role are supporting customers, business units and distributors with their product issues. • Product support requests will be submitted to the support team via phone, email, customer portal or other channels. • It is vital that all product issues are reviewed in a professional and timely manner with the clinical impact of the issue being identified as quickly as possible to determine the case priority. • Primary resource for answering phone calls from customers, business units and distributors seeking product support. • Troubleshoot product issues in a live clinical environment. • Prioritize activities to ensure clinical system down problems receive immediate attention. • Clearly document all support activities in line with Elekta policies and procedures. • The individual is expected to be first and foremost a good communicator with excellent interpersonal skills and dedication to our customers. • Level 1 support specialists are expected to have the appropriate passion and drive to develop their knowledge to enable them to progress to the next level of support specialist. • Support and troubleshoot on Elekta’s products and solutions. • Resolve and/or escalate cases as required. • Visit customer sites to investigate and resolve product issues. • Prioritize and manage cases in an efficient and professional manner. • 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 timescales involved before the work commences and throughout the case lifecycle. • Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time. • Utilize suitable remote support tools to identify issues proactively and resolve issues remotely, in line with agreed targets. • Out of hours/bank holiday support. • Take up any other duties as assigned by manager. Show More