Tech Support Software Rep

Varian Medical Systems, Inc. Dallas, TX
Job Description

As a member of the Software Technical Support team, you will provide high level remote support to external customers utilizing our products. Responsibilities include assisting external customers with front line technical questions on diagnosing, troubleshooting, repairing and debugging complex computer systems, software, or networked and/or wireless systems. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Applicable to the Oncology Systems business only: Position must have full access to Varian client sites to perform the essential functions of this position. Many Varian clients require Varian 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 Varian employment in this position. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, and maintenance of product application or compatibility matters. Utilizes remote service applications to troubleshoot the most complex systems level software problems relating to Varian's product suite and recommends corrective action. Analyzes and corrects moderately complex networking problems relating to bandwidth, administration and configuration. Documents customer information and recurring technical issues to support product quality programs and product development. Assist respective product engineering groups with proposed design changes and/or test design modifications. Investigate safety problems, incidents, and customer complaints; report them to the appropriate authority or department for proper handling. Uses the proper escalation procedures, updates status, and follows through to completion of the escalated task in accordance with established company policy. Applies customer management skills, technical expertise, and available resources to meet or exceed customer needs and expectations as measured through the Net Promoter Score. Maintains detailed electronic records of service interactions, including the technical problems encountered and parts employed to correct the problem. Processes all required service documentation and electronic reports in a timely manner. Participates in the development of new servicing techniques and the maintenance/creation of service documentation Trains other field personnel

Job Requirements

Minimum Required Skills and Knowledge • Sound knowledge and professional experience of Relational Database Systems, Network Operations, Operating Systems, Server and Desktop Hardware, and Hardware and Application Virtualization. Other Desired Skills and Knowledge • Citrix Certification desired Required Certifications and Training Obtains and completes LMS training plan specific to assigned responsibility. 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: o Proof of valid identification (photo, driver's license, SSN) o Criminal background checks o Drug screens o Immunizations (Hep B, MMR, Varicella, Influenza, Tetanus) o Annual TB testing o Healthcare trainings Experience Level with Business Tools Familiar with business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint. Experience with SAP or equivalent ERP product and productivity software desired. Skill Applies acquired job skills and company policies and procedures to complete assigned tasks. Job Complexity Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. Supervision Normally follows established procedures on routine work, requires instruction only on new assignments. Typical Education and Experience Minimum: HS Degree Preferred: Bachelor degree Typically incumbents operating at this level will have had 2-5 years of experience