Field Service Rep II HW
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POST DATE 9/2/2016
END DATE 10/18/2016
Varian Medical Systems, Inc.
JOB DESCRIPTIONPosition Title
Field Service Rep II HW
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Business Unit Name
Customer Support Services (OCSS)
The Field Service Representative (FSR) is the primary contact for Varian Medical Systems (VMS) customer service and repair needs ensuring that our customers equipment operates efficiently at all times. The Hardware FSR is responsible for troubleshooting, repairing, installing, upgrading and performing preventative maintenance on all designated VMS equipment according to instructions and company guidelines. Each FSR 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. Troubleshoot, 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 through the use of strong written, verbal, and interpersonal communication skills.
Varian is an Equal Opportunity Employer
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
Knowledge of and professional experience with electronic and electro-mechanical engineering, test equipment used for verification/checkout and calibration of electronic equipment.
Basic computer usage and debugging skills
Fundamental knowledge of delivery system networks and networking techniques.
Basic understanding of imaging systems
Capable of performing routine maintenance such as follow ups, PMIs and minor STBs
Basic accelerator theory knowledge.
Other Desired Skills and Knowledge Be able to interpret customer concerns and translate to machine issue.
May be assigned as primary or secondary on C3 machine once certification is completed.
Be able to understand and utilize the escalation process to Sr FSR, Management, NTS, PSE, Applications
Required Certifications and Training In process of attending required VMS training classes.
Has or will complete ongoing training with more tenured FSR(s).
In process of completing VMS C3 certification testing.
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 military experience with electronics and
Percentage of Travel Required