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The Field Service Representative (FSR) is the primary contact for Siemens Healthineers - Varian Medical Systems (VMS) busniess unit 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 Varian busniess unit equipment according to instructions and company guidelines. Each FSR operates in a designated field service territory and represents Varian busniess unit which requires a high level of professional communication with their team, customers, management, sales, and other technical support.
Key Requirements
Troubleshoot, diagnose and repair all Varian busniess unit equipment within an assigned service territory, including preventative maintenance, installations and upgrades per Varian busniess unit 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 to Varian busniess unit procedures
Develop and maintain strong customer relationships using strong written and verbal communication skills.
Minimum Required Skills and Knowledge:
Frequent use and application of technical documentation, standards, principles, concepts, and techniques in the field.
Use acquired job skills and company policies to complete assigned tasks.
Sound knowledge of and professional experience with Network analysis test equipment.
Advanced knowledge of Desktop computer hardware and operating systems.
Basic knowledge of server hardware and operating systems.
Familiarity with Varian Record and Verify and treatment private network systems.
A thorough understanding of the separate responsibilities of Varian Service reps and the Customer Physicists with regard to Treatment Planning Systems.
Understanding and familiarity with Customer facing documentation.
Performs routine maintenance such including major STBs Capable of performing Maintenance upgrades with assistance or supervision.
Achieve certification status
Fluent Polish and conversational English
Other Desired Skills and Knowledge:
Able to handle difficult customer situations including troubleshooting while customer is observing.
Is assigned as primary support for machine accounts
Be able to understand and utilize the escalation process to RISS FSR, Manager, NTS, PSE, applications
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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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