Field Service Rep I- SW

Varian Medical Systems, Inc. Nashville, TN
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. 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 VMS procedures Develop and maintain strong customer relationships through the use of strong written and verbal communication skills.

Job Requirements

Minimum Required Skills and Knowledge Limited use and/or application of technical documentation, standards, principles, concepts, and techniques in the field. Uses acquired job skills and company policies to complete assigned tasks 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 Other Desired Skills and Knowledge Be able to interpret customer concerns and translate to Electronic Medical Records or Treatment Planning System issues. May be secondary on software accounts. Be able to file and follow up on CLT complaints. Required Certifications and Training May be in process of 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: 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. Minimum: HS Degree or Equivalent Preferred: Associates degree, technical /vocational training or IT industry certification and < 2 years of practical field experience