What are the responsibilities and job description for the Technical Support Leader position at IBA?
Requisition ID: 1491
Location:
NAM, US
Department: MAS-PT-Operations-Service-Support NAM
Shift: Full-Time
Kind of contract: Open Ended Contract
Mission
As member of the Technical Support Center, your mission is to ensure a consistent level of effective technical support to the PT-sites under operations worldwide. To accomplish that goal, you will provide efficient remote on call assistance and develop proactive technical monitoring aimed at improving the global reliability of our PT-centers.
Challenges we trust you with
Provide technical assistance to PT-sites:
- Scope: all PT sites (Proton Therapy sites) under operations with platinum and gold contract - Proteus Plus and Proteus One
- First line support in the event of a service impacting incident to provide guidance with respect to troubleshooting and diagnosis. If needed ensure escalation to the right level of expertise
- Provide support to all operational activities (mission preparations…)
- Provide support to all questions from site in operations related to preventive/corrective maintenance and verification process
- Execute specific remote maintenance (e.g. ROTCO conditioning)
Develop proactive monitoring to improve reliability:
- Background analysis of all technical data across PT-sites.
- Develop predictive algorithms for early detection of potential failures
- Create dashboards for health monitoring, thanks to advanced new tools
Capitalize on experience:
- Ensure capitalization and communication of return on experience after downtime resolution
- Feed the RTO team with all improvement actions to prevent recurrence of identified failures
- Feed the troubleshooting trees with the appropriate suggestions of action
Grow the expertise:
- Grow your own expertise and share it with the team and the PT-centers
Working Conditions
- Location : the team will be spread over different continents (USA, Europe, Asia) in order to provide support to all time zones
- Depending on your geography, you will work either in a PT-center, in IBA regional headquarters, or at home
- You will work primarily on morning or afternoon shift, (an occasional night shift may be required). You must be prepared and willing to adjust to a schedule including weekends (with appropriate shift rotation)
What we value
You have or about to have :
- IBA experience of at least 3 years in the Proton Therapy technical domain
- SW skills in terms of scripting and good knowledge of IBA logs
- Advanced operator certification
- A minimum of one specific component certification at level 2 (eg : Beam, Accelerator, PPVS, …)
- Good knowledge of PT-Services processes & procedures.
- Good analytical skills to identify root cause of issues
- Excellent familiarity with a structured trouble shooting methodology
- A good knowledge of the PT-Services tools (eg : Bugzilla, ServiceMax, Splunk, Pridex, SAP, …)
And you also are:
- A customer oriented person with very good communication skills in English
- Comfortable with remote working / connection and communication
- Methodical disciplined, and willing to work autonomously
- Able to manage multiple tasks simultaneously with the ability to switch seamlessly from analysis tasks to urgent requests for immediate assistance
- Fast learner and available to be trained (might require some travelling)
- Willing to take up new challenges
- A flexible person and a team player
Life at IBA
Diversity is fundamental to our culture. We value the uniqueness of individuals and the different perspectives and talents they bring to IBA. We learn from and respect the cultures in which we work, promote diversity within our workforce, and have an inclusive environment that helps each and every one of us to fully contribute to IBA’s success.
The identity of IBA is characterized by a group of colleagues driven by motivation, curiosity, creativity, the desire to learn on a daily basis, by technical challenges and above all by a highly developed team and family spirit that makes the daily life smoother and more enjoyable!
By joining a team of about 40 nationalities and working on more than 45 different sites on 3 continents, IBA offers you the opportunity of a meaningful career with a direct impact in the fight against cancer.
We are driven by:
- Innovating in a cutting-edge technology environment
- Developing professional and personal skills by learning on the Job; by participating in challenging projects; top class courses
- Evolving in a friendly culture environment based upon solid values (dare - share - care - be fair)
- Acting autonomously and belonging to motivated teams with good work-life balance
- Contributing to a company where sustainability, safety and well-being are key to our success
If you are passionate, cause-driven, you can make this quest yours by joining our dedicated colleagues and give your career a new meaning.
Proton Therapy
Proton Therapy - a more targeted treatment
Proton Therapy is considered the most advanced currently available therapy and a valuable treatment modality for thousands of adults and children who are diagnosed with cancer. Proton Therapy aims to destroy cancer cells by delivering proton beams to a target tumor. Protons release their energy within the tumor target area while limiting the radiation to the surrounding healthy tissues.
Proton Therapy Achievements
More than 60 proton therapy centers worldwide & more than 100 000 patients treated by IBA proton therapy customers.
IBA Proton Therapy website.
Salary : $53,200 - $67,300
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