Job Description

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:

ViewRay Systems, Inc. is looking for a Service Planner and Scheduler that shares our passion for conquering cancer and to help us support radiation therapy systems installed worldwide. The ideal candidate shares a passion for serving customers and enthusiasm for engaging in the best business practices while improving cancer therapy.

Responsibilities

• Process incoming customer reports, analyze, and triage work orders to dispatch service resources, place part orders, and address customer inquiries.
• Review work orders for quality, resolve documentation issues to ensure service report accuracy, close/report out work order status in a timely manner.
• Maintain customer service resource planning database.
• Generate actionable service work order and resource status reports.
• Generate regular install base uptime reports.
• Analyze and escalate work orders to appropriate personnel in a timely manner.
• Work with operations to manage spare part fulfillment and return process and report out on part delivery status to stakeholders.
• Maintain install base configuration database.

Education, Experience, Skills

• 1-3 years of experience with customer service or service operations
• Experience with field service management software system and CRM. ServiceMax and/or Salesforce experience are preferred.
• Demonstrable successes within customer service with prompt response, thorough follow-up, etc.
• Excellent attention to detail, organizational skills, and issue resolution.
• Must possess a strong work ethic, dependability, and accountability.
• Flexible and collaborative approach to problem solving.
• Excellent oral and written communication skills with the ability to communicate effectively with customers and internal stakeholders.

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 Technical Support and Field 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
• 401K Contribution Plan
• 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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