Field Service Rep I SW

Varian Medical Systems, Inc. Fort Lauderdale, FL
Job Description

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. 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 VMS procedures Develop and maintain strong customer relationships through the use of strong written and verbal communication skills.

Job Requirements

Intermediate knowledge of Desktop computer hardware and operating systems.

Basic knowledge of server hardware and operating systems.

Fundamental knowledge of system network topologies and networking functionality.

Capable of performing routine maintenance such as follow ups, PMIs and minor STBs

Be able to interpret customer concerns and translate to Electronic Medical Records or Treatment Planning System issues.

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

Familiar with business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.

Minimum: HS Degree or Equivalent Preferred: Associates degree, technical /vocational training or IT industry certification and < 2 years of practical field experience