Field Service Engineer - Software

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Software Field Service Engineer

The Field Service Engineer - Software is the primary contact for the Radiation Oncology Business (Varian) customer service and repair needs ensuring that our customers’ equipment always operates efficiently. The Software service engineer is responsible for troubleshooting, repairing, installing, upgrading and performing preventative maintenance on all designated VMS equipment according to instructions and company guidelines. Each service engineer operates in a designated field service territory and represents VMS. This requires a high level of professional communication with their team, customers, management, sales and other technical support.

Software FSE operates in a designated field service territory and represents VMS, often as the primary customer contact for software issues. This requires a high level of professional communication with their team, customers, management, sales, and other technical support representatives.

You are responsible for:

• Troubleshooting, diagnosing, and repairing VMS systems within an assigned service territory.
• Installing, modifying, and completing necessary upgrades to software systems per VMS guidelines.
• Traveling to customer sites as necessary to troubleshoot and resolve issues or attend upgrades for on-site support.
• Troubleshooting customer-reported issues, and documenting troubleshooting steps and resolutions in CRM.
• Completing software-related preventative maintenance processes on time per VMS guidelines.
• Being able to assess the urgency of the customer's request and follow through to completion.
• Examining difficult customer issues, diagnosing, and resolving the issues to meet established customer service levels.
• Understanding and recognizing the need to escalate incidents when necessary or request additional assistance from more tenured representatives.
• Utilizing appropriate internal assistance request processes and escalations.
• Developing and maintaining strong customer relationships through excellent service with strong written and verbal communication skills.
• Conducting customer follow-up as needed and ensure customer inquiries and issues are resolved in a timely manner.
• Continuing fluency in known product lines and proactively learning new product information with the goal of becoming fluent in speaking all Varian product language.
• Being able to manage multiple and competing priorities

Qualifications and Skills .

• Bachelor’s Degree in Engineering or Equivalent Preferred:  4 – 8 years of related experience
• Prior experience Varian products is preferred.
• Sound knowledge of and professional experience with IT Networks including network analysis test equipment.
• Knowledge of Windows Server operating systems, familiarity with desktop computer and server hardware components, networking concepts, database admin experience.
• Exercise sound judgment and problem-solving skills.
• Take responsibility and work independently, as well as coordinate team efforts.
• Demonstrate patience, tact, and courtesy with a variety of customers and personalities.
• Able to handle difficult customer situations including troubleshooting in the presence of customers.
• Ability to communicate effectively with customers of varying levels of technical knowledge.
• Understanding and familiarity with service, installation, and customer-facing documentation.
• Microsoft Office Suite including Excel, Word, and PowerPoint
• Must be able to successfully meet and maintain all required vendor credentialing,  background checks,.
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels.
• Ability to lead calls and projects involving multiple customer departments.

Who we are: We are a team of more than 72,000 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.

To find out more about Healthineers’ specific businesses, please visit our company page here.

As an equal opportunity employer, we welcome applications from individuals with disabilities.

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