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Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks.The Field Service Engineer HW (FSE Hardware) is the primary contact for Varian Medical Systems (VMS) customer service and repair needs ensuring that our customers’ equipment always operates efficiently. The FSE is responsible for troubleshooting, repairing, installing, upgrading and performing preventative maintenance on all designated VMS equipment according to instructions and company guidelines, each FSE operates in a designated field service territory and represents VMS, this role will be based in the Nairobi Kenya, with some travel to other distributor-based countries handled by Varian's Field Service Team in Africa.
We are looking for the job holder to be based in and around Nairobi, Kenya.
Key RequirementsTroubleshoot, diagnose and repair all designated VMS equipment within an assigned service territory, including preventative maintenance, installations and upgrades per VMS guidelines.Manage time and maintain a schedule to include preventative maintenance, installations and upgrades as well as incoming customer calls demonstrating the ability to assess and prioritize the urgency of customer requests and follow-through to completion.Understand and recognize the need to escalate incidents when necessary and/or request additional assistance from more tenured representatives.Examine difficult customer issues, diagnose and resolve the issues and meet established FSR levels.Maintain effective territory management and expense control which includes timely completion and submission of field service and expense reports along with management of consignment and other required documentation according VMS procedures.Develop and maintain strong customer relationships using strong written, verbal, and interpersonal communication skills.An overall understanding of customer care and experience management essentialMinimum Required Skills and Knowledge Medical Device experience is preferableElectrical and/or Mechanical, Biomedical Engineering background and experience.Limited use and/or application of technical documentation, standards, principles, concepts, and techniques in the field.Basic computer usage and trouble shooting skillsFundamental knowledge of delivery system networks and networking techniques.Basic understanding of imaging systemsCapable of performing routine maintenance such as follow ups, medical equipment service maintenance and upgrade fix and patches.Basic accelerator theory knowledge is an added advantage.Other Desired Skills and KnowledgeBSC in Engineering is essentialBe able to interpret customer concerns and translate to machine issue.Understand and utilize the escalation process to Senior FSE, Management, NTS, PSE, Applications Required Certifications and TrainingExcellent fluency in English, verbal and written, required, Fluency in other languages would be a plus but not mandatory.Software and computer skills are requiredFamiliar with business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.Experience with SAP or equivalent ERP product and productivity software desired.Willingness to travel for business as required within Kenya and outside the country.Time management and willingness to extend beyond normal working hours whenever needed to do so.Contributes to team efficiency through the quality of personal work and by influencing teammate output to required standards.Must understand team collaboration and have effective networking skills.Able to work independently within guidelines and policies and adhere to the corporate policies and procedures.Capable of managing their own workload and of excellent communication relationship building at all levels within and outside of the organization.Agile with being pro-active, analytical, results-oriented and able to make decisions within the scope of their role.Be able to actively problem solve and suggest realistic innovations to processes towards creating a better customer experiencePossession of a valid driving license and passport is desirable.
Who we are: 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.
How we work: 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.
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