Service Engineer - Customer Support

Field Service Representative

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks.

Roles and Responsibilities

The Field Service Representative (FSR) is the primary contact for Varian Medical Systems (VMS) customers servicing and repairs needs ensuring that our customers' equipment operates efficiently at all times.

• The Software FSR is responsible for troubleshooting, repairs, installs, upgrades and performing preventative maintenance on all VMS equipment according to instructions and company guidelines.
• Each FSR operates in a designated field service territory and represents VMS which requires a high level of professional communication with their team, customers, management, sales and other technical support.

Applicable to the Oncology Systems business only:

• Position must have full access to VMS client sites to perform the essential functions of this position.
• Many VMS clients require VMS employees and representatives to meet certain "Vendor Credentialing" requirements before they will be allowed to have access to their sites.
• Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during the course of VMS employment in this position. Troubleshoot, diagnose, and repair all VMS equipment within an assigned service territory, including preventative maintenance, installations and upgrades per VMS guidelines.
• Time Management - maintain a schedule to include preventative maintenance installations and upgrades as well as incoming customer calls.
• Be able to assess urgency of customer request and follow-through to completion.
• Understand and recognize the need to escalate incidents when necessary or request additional assistance from more tenured representatives.
• Examine difficult customer issues, diagnose and resolve the issues and meet established customer service levels.
• Maintain effective territory management and expense control which includes timely completion and submission of field service reports and other required documentation according to VMS procedures. Develop and maintain strong customer relationships through the use of strong written and verbal communication skills.

Minimum Required Skills and Knowledge

• Complete understanding and wide application of technical documentation, standards, principles, concepts and techniques in the field.
• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Sound knowledge of and sound professional experience with complex, multi-site, and multi-vendor customer sites.
• Advanced knowledge of Server and Desktop computer hardware and operating systems.
• Practical working knowledge of SAN storage and virtual environments.
• Highly proficient at diagnosing and solving complex networking and Varian related system performance problems in conjunction with or independent of assistance from NTS.
• Capable of performing Maintenance Release upgrades without supervision while providing oversight to other FSRs.
• Maintain certification status. Other Desired Skills and Knowledge: Proficient at defusing difficult customer situations.
• Required Certifications and Training: May be in process of completing Level 3 VMS certification testing.

Applicable to the Oncology Systems business only:

• Meets all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law.
• These requirements vary by client and may include, but are not limited to: Proof of valid identification (photo, driver's license, SSN) Criminal background checks Drug screens Immunizations (Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare trainings Experience Level with Business Tools: Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint. Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.

Education and Experience

• Minimum: HS Degree or Equivalent Preferred: Associate degree, technical /vocational training or military experience
• 4 – 8 years of related experience in field service engineering.

We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

As an equal opportunity employer, we welcome applications from individuals with disabilities.