HW Senior Field Service Engineer

Together, we can beat cancer.

At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

If you want to be part of this important mission, we want to hear from you. 

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.

This remote position is home based in the area of Plovdiv, Bulgaria.

Responsibilities:

• Performs client-site servicing, repair and/or installation of company product(s).

• This job may include any aspect of product field support, including system hardware and software, medical or laboratory devices and equipment, and systems networking.

• Provides technical support to customers on operational or maintenance aspects of system equipment.

• Serves as customer contact on technical and service related problems.

• Diagnoses mechanical, hardware, software and systems failures using established procedures.

• Determines most cost effective repair/resolution to minimize customer downtime.

• Prepares reports for analysis of product failure trends and service ability issues.

• Provides expert remote or on-site servicing, testing, and maintenance of the most complex and advanced Varian Medical Systems (VMS) equipment according to instructions and company guidelines to ensure that customers’ equipment operates efficiently at all times.

• Requires no direct supervision.

• Provide phone support/remote assistance to customers and to Field Service Representatives as required to achieve resolution of service need in a timely manner.

• Order spare parts for assigned customers including replenishing spare parts kits for warranty and contract customers, to ensure they can operate their VMS equipment according to technical and safety guidelines with the highest level of satisfaction.

• Input detailed records of service visits into company information systems, including technical problems, actions taken and parts employed to correct these problems, to ensure accurate updated customer maintenance information is available to other VMS parties.

• Maintain up-to-date technical documentation, in order to permanently keep informed regarding all operating characteristics, design factors, technical performance and developments of VMS products.

• Maintain a high degree of professional knowledge and safety consciousness according to VMS guidelines in order to perform activities under the safest working conditions.

• Instrumental in the development of new servicing techniques and the writing of service documentation.

• Adept at training to other field personnel.

• Report by means of FSR’s, time sheets, expense reports, etc. regularly to ensure accurate company statistical data on customer-oriented activities is available.

Minimum Required Skills and Knowledge:

• Expert knowledge of and sound professional experience with electronic and electro-mechanical engineering, testing equipment used for verification, checkout and calibration of electronic equipment.

• Expert knowledge of and sound professional technical experience with micro-computers/PC based systems Customer focused attitude

• Expert at defusing the most difficult customer situations

• Articulate and skilled in interpersonal communication

• Fluency in the local language and in English, both written and spoken

Other Desired Skills and Knowledge:

• Expert computer usage and debugging skills

• Expert ability to identify and repair complex software and network problems.

• Highly proficient at diagnosing and solving complex mechanical problems, including simple vacuum leaks.

• Identify and resolve imaging system defects.

Experience Level with Business Tools:

• Familiar with business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint. Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.

• Associate Degree or equivalent experience 6 - 8 years of related experience

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Varian is required to comply with all local and applicable regulations that may be associated with vaccine requirements for certain roles.