Elme Sanchez
Tampa,FL
Summary
Service Engineering with over 15+ years of experience in medical devices industry with a track record of improving customer satisfaction and lowered service call volume through attention to detail and listening to the customer. Skilled in Medical Imaging equipment, Radiation Oncology equipment and Surgical Robotics. Proven ability to perform system installations, preventative maintenance, and advanced troubleshooting. Strong background in introductions of new product products, regulatory compliance, customer service relationships, CAPA and cross-functional collaboration.
Overview
17
17
years of professional experience
Work History
Field Service & System Support Specialist
Moon Surgical
07.2024 - Current
- Installed and supported 10 Moon Surgical robotic systems, contributing to successful product.
- Performed preventative maintenance and system upgrades, ensuring optimal system performance and minimizing downtime.
- Provided expert technical support onsite, remotely, and via phone, resolving customer issues and maximizing system uptime.
- Managed parts inventory and equipment records, optimizing resource allocation and operational efficiency.
- Collaborated cross-functionally with R&D, QA/RA, Manufacturing, and Marketing to resolve product issues and contribute to new product development.
Field Services Engineer
ViewRay Systems, Inc.
03.2024 - 07.2024
- Supported 5 complex systems MRIdian Radiation Therapy systems “Siemens MRI”, ensuring 90%+ uptime.
- Executed preventative maintenance, diagnostics, and repairs to minimize downtime.
- Utilized CRM and ticketing systems for service logging and follow-up.
- Manages local parts inventories for customers in the region to support uninterrupted service and operational efficiency.
Field Service Engineer III
Philips
11.2023 - 03.2024
- Maintained and serviced over 40 systems including Cath Lab, X-ray, and IGTx.
- Ensured modality uptime and optimized system performance and profitability.
- Supported key market field service organization in the diagnostic x-ray modality systems.
Technical Service Manager – US/EMEA
ViewRay, Inc.
07.2021 - 10.2023
- Led a global team of 5 senior field service engineers.
- Managed operations, including logistics and technical escalations from the service team involving 30 MRIdian system “Siemens MRI platform”.
- Developed training materials, service manuals, and implemented process improvements.
- Delivered advanced first-line remote support across one or two low-complexity modalities, resolving technical issues efficiently using specialized troubleshooting skills.
- Logged, prioritized, and managed service requests via multiple communication channels, maintaining detailed records in the service management system.
- Documented diagnostics and resolution steps, ensuring clear case histories for effective follow-up.
Field Service Supervisor – East Coast
ViewRay, Inc.
07.2020 - 06.2021
- Supervised 11 field engineers and handled regional scheduling.
- Supported onsite 10 system upgrades for East Coast.
- Maintained over 90% system uptime for East coast account.
- Oversees and coordinates the management of local parts inventories for regional customers, ensuring optimal stock levels, timely replenishment, and alignment with customer demand forecasts to support uninterrupted service and operational efficiency.
- Escalated complex issues with full documentation, collaborating with senior engineers to achieve resolution.
- Collaborated with cross-functional teams to share insights and improve service quality and customer satisfaction.
Field Service Engineer
ViewRay, Inc.
05.2018 - 07.2020
- Performed system maintenance and service on radiation therapy equipment for 2 systems in Miami area.
- Provided onsite technical support and end-user training for these customers.
- Maintained compliance documentation and PM logs.
- Manages local parts inventories for customers in my region to support uninterrupted service and operational efficiency.
Field Service Engineer
Acceletronics, Inc.
03.2008 - 05.2018
- Installation, repair, upgrades and maintenance for 10 Linear Accelerators including Varian and Elekta system, 10 X-ray including GE and Philips and 5 ultrasounds imaging systems including Philips and GE.
- Participated in manufacturing support, cost-saving initiatives, and customer training.
- Supported high-uptime environments with detailed service records.
- Manages local parts inventories for customers in the region to support uninterrupted service and operational efficiency.
Education
Bachelor of Science - Electronic Engineering Technology
Technological University of Santiago (UTESA)
Dominican Republic07.2007
Skills
- Medical Devices Installation & Maintenance
- Salesforce, ServiceMax, CRM/Ticketing Systems/Inventory
- SAP inventory management
- Dicom and Pacs images
- Troubleshooting
- Remote Diagnostic Tools
- Linear Accelerator (Varian, Elekta, ViewRay MRIdian)
- Surgical Robotics Support & Deployment
- Imaging Systems: X-ray, MRI, Cath Lab, IGTx
- Regulatory Compliance & Quality Documentation
- Cross-Functional Collaboration
- Customer Service Management
- OR protocol and HIPAA standards
- Remote support
- Data backup and recovery
- Hardware installation
- IT security protocols
- Software configuration
- Wireless networking
- Software installation
- Problem-solving abilities
- Problem-solving
- Time management
- Excellent communication
- Troubleshooting skills
- Organizational skills
- Decision-making
- System upgrades
- Risk assessment
Languages
Spanish – Native
English - Fluent
Timeline
Field Service & System Support Specialist
Moon Surgical
07.2024 - Current
Field Services Engineer
ViewRay Systems, Inc.
03.2024 - 07.2024
Field Service Engineer III
Philips
11.2023 - 03.2024
Technical Service Manager – US/EMEA
ViewRay, Inc.
07.2021 - 10.2023
Field Service Supervisor – East Coast
ViewRay, Inc.
07.2020 - 06.2021
Field Service Engineer
ViewRay, Inc.
05.2018 - 07.2020
Field Service Engineer
Acceletronics, Inc.
03.2008 - 05.2018
Bachelor of Science - Electronic Engineering Technology
Technological University of Santiago (UTESA)
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