Remote Command Centre Engineer : Elekta

Description

The role has three key areas:

To engage regional uptake of Elekta IntelliMax nominated products by acting as a primary driver in engaging identified Business Units and regional support. To establish, align and oversee processes and projects for the evolution of the Remote Command Centre function globally across all connected products To monitor the connected installed base, facilitating case workflows into the regions/ECSCs, provide customer assistance and ensure development plans focus on biggest pain points for customers with a data driven approach

Responsibilities

• Work with identified Elekta Care Support Centers organisations to ensure increased uptake and usage of Elekta IntelliMax for service efficiencies
• Provide training to Engineers and ECSC staff on how to use Elekta IntelliMax to assist in problem solving and proactive diagnosis of issues
• Provide “Tier 4” support for installation and product issues, working closely with Developers to analyse problems.
• Provide project management and process improvement oversight for wider RCC initiatives
• Own requirements for QlikView/Business Intelligence tools that enable further diagnostics and support capabilities for specified products
• Act as a single point of contact for all remote service requirements for specified products (working with project representatives to show value in delivering said requirements
• Introduce additional innovative monitoring solutions where needed
• Interface with Service engineering or equivalent employees to aid establishment of remote monitoring into daily workflows and reliability centred maintenance
• Pilot new use cases for proactive & predictive, ensuring common implementation of proactive workflows with the regions
• Define processes to establish above within the organisation (regional or PSC) and establish model to be used for other products
• Maintenance and creation of knowledge base information relating to Remote Monitoring of medical products
• Cross developing skills of other members of the local organisations and beyond to ensure maximum exposure
• Requirements capture and feedback into projects to further enhance RCC capabilities in relation to specific products
• Working with IntelliMax Operations team and other members of RCC to ensure compliance and continual improvements and supporting quality assurance process audits
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Work in a self-directed manner in new or loosely defined situations
• Strong desire to independently seek out information to solve issues, and contribute to the group’s continuous improvement
• Travel as required to fulfil above objectives (expected 10% travel)

Authorities NA

Relevant Knowledge, skills and competEncies Core Competencies:

• Excellent communication skills enabling dialogue with a wide range of seniority and functional disciplines including but not limited to 3rd party suppliers, IT, Service Engineering, Installed Base Engineering, R&D and regional service organisations
• Good negotiation skills capable of rational, structured and logical thinking 
• Strong written and verbal skills. 
• Good personal organization skills
• To represent oneself and Elekta in a professional and positive manner at all times
• Capable of working in a self-directed manner in new or loosely-defined situations
• Diligence and attention to detail are key along with ability to multi-task and prioritise work appropriately.
• Ability to learn quickly and be prepared to take a lead doing suitable research (with colleagues from other disciplines) to ensure requirements are thorough and properly understood

Qualifications & Experience:

Essential

• A minimum of HND/HNC information technology or comparable experience in IT/IS background
• A minimum of 12-18 months experience in a Technical Support or similar role.
• Relevant experience demonstrating business awareness or involvement
• Strong analytical skills able to solve technical problems
• Good communicator with a natural aptitude for dealing with people.
• Proven experience of applications support in a customer facing role.
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
• Ability to collate and interpret data from multiple sources.
• Ability to assess and prioritise faults and respond or escalate accordingly.
• Strong desire to independently seek out information to solve issues, and contribute to the group’s continuous improvement

Desirable

• Experience with complex enterprise architecture.
• Experience of Business Intelligence tools and development (QlikView development would be a bonus)
• ITIL Foundation Certification or higher
• ISO 20000 experience/certification

additional local information or n/a Role can be based in UK, US. Other locations considered.