Who We Are

RefleXion elevates radiopharmaceuticals from drugs that help identify cancer to guides that actively direct external beam radiotherapy by leveraging tumor biology. Designated an FDA Breakthrough Device for lung tumors, RefleXion's SCINTIX® biology-guided radiotherapy aims to overcome long-standing barriers preventing definitive radiotherapy for metastatic disease. FDA-cleared SCINTIX therapy automates targeting and motion management for use in FDG-guided treatment of lung and bone tumors that arise from primary lung and bone cancers or are metastases from other primary cancers. In strategic collaborations with industry-leading radiopharmaceutical companies, RefleXion is co-developing and co-commercializing disease-specific radiotracers for treating late-stage cancers.

Find out more about RefleXion and SCINTIX therapy at reflexion.com.

Stay up to date with RefleXion by following our channels here:

LinkedIn, X (formerly Twitter),Instagram, Facebook, and YouTube.

About This Role

The Senior Technical / Product Support Engineer will provide first-level response to customers and Field Service Engineers (FSEs) in support of the clinical use of RefleXion’s revolutionary medical equipment. The Senior Technical / Product Support Engineer will utilize technical knowledge about the hardware and software applications to effectively troubleshoot and resolve issues or escalate and dispatch to the appropriate resources. As the front-line response to customers, the Senior Technical / Product Support Engineer has the highest level of professional representation and commitment to customer success.

What You Will Be Doing

Provide direct customer support for RefleXion’s custom system hardware and software used in a clinical treatment setting
Provide exceptional response to customer issues by ensuring prompt resolution or follow-up actions immediately from the initial customer phone call
Utilize diagnostic tools and knowledge management system to troubleshoot and resolve reported hardware and software issues
Understand and perform log analysis to troubleshoot and determine root cause
Ask customers targeted questions to quickly understand the root of the problem and talk them through a series of actions until they’ve solved the issue
Follow standard procedures for escalating to next-level support or dispatching Field Service resources as appropriate
Provide remote support to Field Service Engineers during installations, maintenance or repair activities
Provide support for in-house training systems
Ensure all service calls and activities are documented and transacted appropriately in RefleXion’s customer relationship management (CRM) application (Salesforce)
Monitor the installed base system performance and direct proactive service as required to prevent system downtime
Contribute to the development and continuous improvement of effective and efficient support service activities
Provide feedback to Engineering for service-related product improvements
Travel to customer sites to assist local FSEs for complex issue escalations/resolution
Work with Engineering to adapt relevant manufacturing rework instructions for use in the field (write Technical Service Bulletins)
Develop and deliver training materials and programs for other TSEs and FSEs
Document experiences for use in RefleXion’s Knowledgebase system
Act as a leader within the Tech Support and Field Service organization. Good influence on new TS and FS team members and act as a mentor when needed
Other duties as assigned

Where You Will Do This Job

Remote - This position will allow the successful candidate to work a primarily remote schedule. They must be based in the Eastern US and and will be required to travel to RefleXion customers and come into the RefleXion office in Hayward, CA for training, meetings and other events as needed.

What We Need

Bachelors of Science (BS) in biomedical, electrical, mechanical engineering or closely related discipline or commensurate direct technical support experience
8 years of technical support or field service experience with complex equipment
3 years of technical support engineer experience with medical device
Deep understanding of healthcare IT infrastructure, including networking, connectivity, and compliance with industry standards such as HIPAA
Ability to travel up to 33% to support customers in the field as needed; more travel within first year to Corporate offices in Hayward, CA for training
Willing and able to be available by cell phone evenings and weekends if needed
Experience with reading and interpreting complex schematics for use in troubleshooting
Outstanding communication skills (verbal and written)
Excellent customer support skills
Proven ability to diagnose and resolve technical problems (both hardware and software) on complex electro-mechanical devices that use highly sophisticated software
Experience with use of data analytics for predictive maintenance and error detection, and the use of system log files for diagnosis and performance analysis
Ability to learn new software tools quickly
Ability to analyze log files for diagnosing system issues
Experience with CRM platforms required
High level of attention to detail and accuracy
Critical thinking skills and proactive problem-solver
Skilled at building strong relationships with customers through effective communication, professionalism, and resolution of issues

Ways To Stand Out

Technical support or field service experience with medical LINACs or diagnostic equipment (CT or MRI scanners) preferred
Experience in a compliance-oriented and highly regulated environment; FDA Quality System Regulation (QSR) preferred
Experience with Salesforce Field Service Lightning (CRM) desirable

What You Will Love About Working with Us!

The opportunity to work with a passionate, driven team in a pre-IPO start-up environment
Flexible work location and schedule available for many positions - see above for specific work location for this position
Competitive compensation and Pre–IPO stock option packages
Medical (both HMO and PPO options), Dental and Vision
Health Savings Account (HSA), Flexible Spending Account (FSA), Dependent Care Flexible Spending Account (DCFSA)
Pre-tax Commuter Benefits
Employee Assistance Program (EAP)
401(k)
3 Weeks/Year PTO Accrual rate to start and 12 Paid Company Holidays
Employer paid Life Insurance, short-term and long-term disability
RefleXion Benefit Hub –Company exclusive discounts and deals on a variety of sites and items
Weekly catered on-site lunches as well as kitchens filled with a variety of healthy and delicious food and drinks – including an espresso machine and panini stations!
Employee Events – Variety of Workshops, Lunch ‘n Learns, Financial Wellness education, Regular “Coffee Chats” with Executive Leadership, Scavenger Hunts, Company Milestone celebrations and more!
Electric car charging stations on site

The pay range for this role is $100,000 - $150,000 annually.Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. The total compensation package for this position may also include bonus, stock, benefits and/or other applicable variable compensation.

Values and Diversity

RefleXion is an equal opportunity employer. All aspects of employment including the decision to hire will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, disability/medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

RefleXion Medical

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