Technical Support HW Rep

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As a member of the Hardware Technical Helpdesk team, you will provide expert remote support to Customers utilizing Varian’s products. Your scope of work includes being the first point of contact for handling frontline technical questions - diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, or networked systems that have been sold as part of Varian’s suite of Radiation Oncology Solution.

As a member of the Hardware Technical Support team, you will provide high level remote support to external customers utilizing our products. Responsibilities include assisting external customers with front line technical questions on diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Applicable to the Oncology Systems business only: Position must have full access to Varian client sites to perform the essential functions of this position. Many Varian clients require Varian 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 Varian employment in this position. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, and maintenance of product application or compatibility matters. Utilizes remote service applications to troubleshoots the most complex systems level hardware problems relating to Varian's product suite and recommends corrective action. Analyzes and corrects moderately complex networking problems relating to bandwidth, administration and configuration. Documents customer information and recurring technical issues to support product quality programs and product development. Assist respective product engineering groups with proposed design changes and/or test design modifications. Investigate safety problems, incidents, and customer complaints; report them to the appropriate authority or department for proper handling. Uses the proper escalation procedures, updates status, and follows through to completion of the escalated task in accordance with established company policy. Applies customer management skills, technical expertise, and available resources to meet or exceed customer needs and expectations as measured through the Net Promoter Score. Maintains detailed electronic records of service interactions, including the technical problems encountered and parts employed to correct the problem. Processes all required service documentation and electronic reports in a timely manner. Participates in the development of new servicing techniques and the maintenance/creation of service documentation Trains other field personnel

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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