Field Software Support Specialist - Rome Italy

Field Software Support Specialist

We don't just build technology. We build hope for everyone dealing with Cancer.

At Elekta, we're committed to helping clinicians treat cancer and brain disorders with precision and compassion. Every product we design, build, and support makes a real difference in patients' lives.

We are seeking a Field Software Support Specialist to join our dedicated customer support team. This role will be focused on ensuring our customers can confidently and effectively use Elekta software solutions, helping them deliver safe and efficient care.

What you'll do at Elekta:

As a Software Support Specialist, you will be the first point of contact for customers requiring technical assistance with Elekta products and associated third-party systems. You will troubleshoot issues, prioritize clinical-impacting cases, and ensure swift, professional resolution. This position requires excellent communication skills, a customer-first mindset, and the ability to balance technical expertise with empathy. You will also have opportunities to grow your skills and progress to higher levels of specialist support.

Responsibilities:

• Act as the primary resource for incoming support calls, emails, and portal submissions.
• Troubleshoot and resolve product issues in live clinical environments.
• Prioritize critical cases where clinical systems are down, ensuring immediate attention.
• Document all support activities in accordance with Elekta policies.
• Escalate and seek assistance where required, ensuring fast and effective resolution.
• Provide clear, professional communication to customers regarding steps, implications, and timelines.
• Visit customer sites when required to investigate and resolve issues.
• Ensure customer approval and documentation before closing cases.
• Participate in internal and external training, applying acquired knowledge to practice.
• Support the development of 1st level training for Field Service Engineers to increase local expertise.
• Take ownership of customer satisfaction for Elekta software products and proactively suggest improvements.

What you bring:

• Strong knowledge of PC/Network computing.
• Experience in IT support or systems administration (desired).
• Knowledge of Citrix, Active Directory, and Virtualization technologies.
• Analytical and diagnostic problem-solving skills with strong prioritization ability.
• Excellent verbal and written communication skills in Italian and English (Spanish or Greek desirable).
• Team player with a flexible and adaptable approach.
• Customer-focused with outstanding interpersonal skills and a professional image.
• Experience in medical imaging, radiotherapy products, or linear accelerators (desirable).
• Prior support environment experience (desired).

Why should you join Elekta?

In this role, you will work for a higher purpose; hope for everyone dealing with cancer, and for everyone regardless of where in the world, to have access to the best cancer care. You will be part of our international innovative team and given the opportunity to learn and develop.

Overview of some of our benefits for Italy are as below:

• Lunch Vouchers
• Vacation 25 days plus public holiday
• Pension Plan
• Medical & Life Insurance
• Kindergarten benefits for kids below 3 years of age

Hiring process:

We are looking forward to hearing from you! Apply by submitting your application and résumé in English, via the "Apply" button. Please note that we do not accept applications by e-mail.

Your Elekta contact:

For questions, please contact the responsible Global Talent Acquisition Partner, Nidhi Pousette, nidhi.pousette@elekta.com.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, genetic information, national origin, disability, veteran status, or any other status protected by law in the locations where Elekta operates.

About Elekta:

Here at Elekta, you will make a difference. We are a MedTech company that provides software and hardware to hospitals and clinics all over the world. We have a responsibility toward our partners and customers to deliver solutions in a secure and sustainable way. Both when it comes to financial and environmental matters, but also for our employees to feel that they bring value, wherever in the organization they may work.