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RefleXion Medical is at the forefront of a revolutionary approach in the medical field by transforming how radiopharmaceuticals are used in cancer treatment. Traditionally, these substances help identify cancer. However, RefleXion elevates their utility by employing tumor biology to direct external beam radiotherapy actively. This innovative approach has been recognized by the Food and Drug Administration (FDA) as a Breakthrough Device specifically for lung tumors. With its signature SCINTIX® biology-guided radiotherapy, RefleXion seeks to overcome longstanding challenges that prevent definitive radiotherapy for metastatic diseases. The FDA-cleared SCINTIX therapy automates the targeting and motion management in FDG-guided treatment specifically for lung and bone tumors, whether these arise as primary cancers or metastases. In collaboration with leading radiopharmaceutical companies, RefleXion co-develops and co-commercializes radiotracers dedicated to targeting late-stage cancers.
The role of the Senior Technical/Product Support Engineer at RefleXion involves providing a first-level response to customer inquiries and supporting Field Service Engineers (FSEs) in the clinical application of their innovative medical equipment. This position requires a mixture of technical expertise and excellent customer service skills. The successful candidate will employ their knowledge of hardware and software applications to troubleshoot, resolve, escalate, and coordinate resources for customer issues. Acting as the front-line response to customers, the role demands a high level of professional representation, with a strong commitment to ensuring customer success.
The Senior Technical/Product Support Engineer will play an important role in ensuring the seamless operation and implementation of RefleXion’s products. Responsibilities include providing direct customer support for the system hardware and software used in clinical settings, ensuring timely responses to customer issues, utilizing diagnostic tools to resolve issues, conducting log analysis, asking targeted customer questions to quickly identify problems, and escalating issues as needed. Furthermore, responsibilities entail providing remote support for FSEs during installation, maintenance, and repair activities, as well as documenting all service activities in RefleXion’s CRM system. The role also involves contributing to the development and improvement of support service activities, offering feedback to engineering teams, traveling to customer sites when necessary, developing training materials, and maintaining the knowledgebase system. Senior Technical/Product Support Engineers will act as leaders within their organization, influencing and mentoring new team members when necessary.
The position allows for a primarily remote working schedule, with a requirement for candidates to be based in the Eastern U.S., traveling to RefleXion customers, and occasionally visiting the Hayward, CA office for training and meetings as necessary.
RefleXion is looking for candidates with a Bachelor of Science (BS) degree in biomedical, electrical, or mechanical engineering or a related discipline, or equivalent technical support experience. A minimum of eight years of experience in technical support or field service with complex equipment is preferred, with at least three within the medical device sector. Key skills and knowledge include a deep understanding of healthcare IT infrastructure, excellent communication abilities, strong customer support skills, and the ability to travel up to 33% of the time. Familiarity with CRM platforms and the ability to learn new software tools quickly are also necessary.
Additional experience that could enhance a candidate's prospects includes technical support or field service experience with medical linear accelerators (LINACs) or diagnostic equipment like CT or MRI scanners. Experience in compliance-oriented environments, with knowledge of FDA Quality System Regulation (QSR), is also advantageous.
Working at RefleXion offers a unique opportunity to be part of a dynamic, pre-IPO startup environment. The company provides a flexible work location and competitive compensation, along with an excellent benefits package that includes health, dental, and vision insurance, retirement savings plans, and more. Employees can also participate in various programs and events that promote wellness and professional development.
RefleXion is committed to equal opportunity employment and excellence in performance and competence. They seek talented individuals without discrimination based on race, color, religion, or any other status protected by law.
This job offer was originally published on RemoteOK
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