Job Description

Position: Director, Field Service Engineering

About ViewRay Systems:

ViewRay Systems, Inc. is a private technology company seeking to provide the global radiation therapy community with advanced medical instruments incorporating the highest level of technology possible. Our belief is that only significant technological innovation can enable society to conquer disease. Our mission is to dare to change the paradigms of medicine and solve “impossible” technical problems to enable clinicians to effect a cure to save precious human lives, mitigate pain and suffering, and enhance quality of life. Our vision is to become the world’s leader in producing highly effective innovative technology to cure cancer.

ViewRay Systems designs, manufactures, and markets the MRIdian A3i® radiation therapy system to treat cancer patients with the smallest radiation therapy margins available[i] with the highest patient throughput demonstrated for the most complicated cases[ii] The system treats by aligning the sharpest radiation therapy beam on the market to diagnostic quality magnetic resonance images (MRIs) of the patient, adapts the treatment plan to the reality of the patient, and then uses the real-time MRIs to control the beam and record real-time doses delivered to the patient.

Job Description:

We are seeking a seasoned US Director of Field Service Engineering based in Oakwood Village, Ohio with a strong background in coordinating technical and administrative support activities including installation, service, repair, preventative maintenance, and field changes of cancer therapy systems to meet customer expectations and financial metrics. The ideal candidate will have a deep understanding of medical device technology, particularly in radiation therapy, and will be responsible for managing service delivery, maximizing customer satisfaction, and service excellence delivery.

Responsibilities:

• Lead and manage the service team to deliver high-quality performance fostering a collaborative and results-driven work environment.
• Hire, train, and develop FSEs and plan territories for best use of resources with proper processes for backup and escalation.
• Manage, analyze, prioritize, and develop actionable resolution plans for Tier 1 & Tier 2 field issues.
• Direct escalated action plans by collaborating with R&D.
• Write service procedures, technical documentation, and service manuals to support field activities.
• Create and execute to an effective service budget.
• Maximize customer satisfaction via timely issue follow-up while managing costs.
• Develop and maintain service training curriculum for internal and external field service engineers including hands-on classes and on-the-job training.
• Develop proactive service plans and spare part strategies to predict and prevent issues.
• Develop and maintain customer support help desk for technical questions from personnel and customers.
• Provide clear communication channels between the customer, the service organization, and internal company stakeholders.
• Ensure service department compliance with US FDA QSR, ISO13485, and other applicable worldwide regulations.

Required Qualifications:

• BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.
• Ten+ years of successful management of radiation therapy and/or radiology medical device service teams.
• Superior written and oral communication skills with an ability to effectively communicate multiple stakeholder levels.
• Demonstrable successful track record of driving/ensuring process improvements and compliance at complex capital equipment systems.
• Excellent ability to analyze and resolve problems.
• Proficient project management and cost control experience in resource scheduling.

Preferred Qualifications

• Working knowledge of Servicemax or experience with equivalent enterprise service software solution.
• Experience working with medical devices in a regulated environment ( i.e., US FDA, ISO 13485).
• Experience with radiation therapy, high-power RF, diagnostic x-Ray, and/or MR system installations and service.

Personal Interactions

• Ability to communicate effectively, both orally and in writing, at a variety of technical levels.
• Ability to work effectively as part of the diverse team including physicists, scientists, and engineers in a fast-paced environment and with multiple projects.
• Able to travel up to 10% & lift 50 lbs.

Job Type: Full-time

Pay: Commensurate with experience

Ability to Relocate: Cleveland, OH 44128: Relocate before starting work (Required)

Work Location: In person in Cleveland, OH: Relocate before starting work (Required)

Benefits :

• Health, dental, and vision insurance
• Paid time off and flexible schedule
• Office stocked with snacks, drinks, and occasional catered meals

Email inquiries to careers@viewraysystems.com

ViewRay Systems, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, national origin, gender, age, sexual orientation, status as a protected disabled or Vietnam Era Veteran, disability, or any other legally protected status.

[i] Kishan AU, Ma TM, Lamb JM, et al. Magnetic Resonance Imaging–Guided vs Computed Tomography–Guided Stereotactic Body Radiotherapy for Prostate Cancer: The MIRAGE Randomized Clinical Trial. JAMA Oncol. 2023;9(3):365–373. doi:10.1001/jamaoncol.2022.6558

[ii] Claudio Votta, et al. , Evaluation of clinical parallel workflow in online adaptive MR-guided Radiotherapy: A detailed assessment of treatment session times, Technical Innovations & Patient Support in Radiation Oncology,

Volume 29, 2024, 100239doi:10.1016/j.tipsro.2024.100239

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