Senior Support Physicist, Global Training & Support

The Senior Support Physicist, Global Training & Support is a cross-business role working across Hardware, Software, Phantom and Nuclear Medicine product lines. The person acts as a top-level technical expert (Level 3 support) for the Global Training and Support group and will collaborate with other key groups within the RTQA and Nuclear Medicine organization as well as with Distributors and Managed Service Partners (Cognizant).

Key Areas of Responsibilities

Responsibilities include but are not limited to the following and may change depending on business needs

• Act as a Technical point of contact for Centers of Excellence and Key Sites, working closely with those customers to deliver 1-on-1 guidance, expert advice and pro-active health monitoring
• Identify and analyze trends in customer issues and work cross-functionally to drive product quality improvements
• Collaborate with Product Management and Development teams to embed Design for Serviceability (DFS) and Design for Operability (DFO) into existing and future products
• Interface with Product Line Management (PLM), Quality Assurance, Documentation, and Training teams to communicate field learnings and advocate for customer needs
• Effectively interact with Service and Support departments from other Mirion business units identifying potential efficiency gains and aligning to create a standard customer experience
• Provide support to Subject Matter Experts with technical escalations and participate in JIRA and PRP meetings to drive product improvements
• Review and Validate Field Service Bulletins, Product Advisory Notices and Knowledge Base Articles
• Support digitalization efforts by using AI/ML & Automation to drive efficiency in workflows
• Ensure that Service and Support system solutions are scalable, reliable, and align with industry best practices
• Act as an advocate to support collaborations with Distributors, Managed Services and/or Strategic Partnerships.
• Perform other related duties as assigned or requested occasionally

Knowledge, Skills and Abilities

• MSc or PhD in Medical Physics
• At least 10 years Clinical/Industry experience in Radiation Therapy
• Fluent in English as a minimum
• At least 5 years Customer Support experience
• Experience with Jira
• Working knowledge of Salesforce
• Excellent communication and stakeholder engagement abilities
• Strategic thinker with strong problem-solving skills
• Adaptable, collaborative, and customer-focused mindset

If you are interested in our vacancy and wish to apply, please email your CV to Patricia Neunie, Recruitment Manager [email protected].