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Field Service Rep Software- Tennessee/Kentucky

Company: Varian Medical Systems, Inc.
Location: Palo Alto
Posted on: October 11, 2020

Job Description:

TOGETHER, WE CAN BEAT CANCER.

AT VARIAN, WE BRING TOGETHER THE WORLDS BEST TALENT TO REALIZE OUR VISION OF A WORLD WITHOUT FEAR OF CANCER. TOGETHER, WE WORK PASSIONATELY TO DEVELOP AND DELIVER EASY-TO-USE, EFFICIENT ONCOLOGY SOLUTIONS. IF YOU WANT TO BE PART OF THIS IMPORTANT MISSION, WE WANT TO HEAR FROM YOU.

The Field Service Representative Software (FSR SW) is the primary contact for Varian Medical Systems (VMS) customers. The FSR SW is responsible for servicing and completing repairs needed to ensure that our customers equipment operates efficiently and optimally. The FSR SW is responsible for troubleshooting, repairs, installs, upgrades and performing preventative maintenance on all VMS equipment according to instructions and company guidelines. Each FSR operates as a primary SW representative in their assigned territory and is part of a larger service region.

DUTIES AND RESPONSIBILITIES

* Troubleshoot, diagnose, and repair all VMS equipment within an assigned service territory.

* Complete software-related preventative maintenance processes on time per VMS guidelines.

* Install, modify, and complete necessary upgrades to software systems per VMS guidelines.

* Maintain a schedule to include preventative maintenance installations and upgrades as well as incoming customer calls.

* Be able to assess the urgency of the customer's 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.

* Be able to understand and utilize the escalation process to Regional Service Software Manager, FSR, District Manager, SDS, PSE, and/or Applications.

* Utilize appropriate internal assistance request processes and escalations

* Maintain effective territory management and expense control which includes timely completion and submission of field service reports and other required documentation compliant to VMS procedures.

* Develop and maintain strong customer relationships through excellent service with strong written and verbal communication skills.

* Conduct customer follow-up as needed and ensure customer inquiries and issues are resolved in a timely manner.

* Continues fluency in known product lines and proactively learns new product information with the goal of becoming fluent in speaking all Varian product language.

* Able to partner and collaborate with other VMS departments

* Completes all required and assigned training on time.

* Must be able to manage multiple and competing priorities

* Performs other duties as assigned

QUALIFICATIONS

* HS Degree or Equivalent Preferred: Associates degree, technical/vocational training or IT industry certification and/or 2+ years of related experience

* Sound knowledge of and professional experience with IT Networks including network analysis test equipment

* Knowledge of desktop computers, server hardware, and operating systems.

* Understanding and familiarity with service, installation, and customer-facing documentation.

* Familiarity with Varian Record and Verify and treatment private network systems is preferred

* Varian SW product certification preferred

* Microsoft Office Suite including Excel, Word, and PowerPoint

* Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels.

* Exercise sound judgment and problem-solving skills

* Take responsibility and work independently, as well as coordinate team efforts

* Demonstrate patience, tact, and courtesy with a variety of customers and personalities.

* Able to handle difficult customer situations including troubleshooting in the presence of customers.

* Must be able to successfully meet and maintain all required vendor credentialing, criminal background checks, and drug screens unless prohibited by law.

FIGHTING CANCER CALLS FOR BIG IDEAS.

We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.

#TOGETHERWEFIGHT

Privacy Statement

EEO Policy:
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.

Keywords: Varian Medical Systems, Inc., Palo Alto , Field Service Rep Software- Tennessee/Kentucky, IT / Software / Systems , Palo Alto, California

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