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Summary
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.
Job Description
OTHER SPECIFIC FUNCTIONS OR DUTIES
- 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 Varex 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 Varex parties.
- Maintain up-to-date technical documentation, in order to permanently keep informed regarding all operating characteristics, design factors, technical performance and developments of Varex products.
- Maintain a high degree of professional knowledge and safety consciousness according to Varex 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.
SKILLS, KNOWLEDGE, TRAINING AND CERTIFICATIONS
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.
Required Certifications and Training
- Obtains and completes LMS training plan specific to assigned responsibility.
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.
LEVEL DESCRIPTION
Skill
- As a skilled specialist, completes tasks in resourceful and effective ways.
Job Complexity
- Works on assignments requiring considerable judgment and initiative. Understands implications or work and makes recommendations for solutions.
Supervision
- Determines methods and procedures reviewed by others on new assignments. May be a formal or informal team leader.
Typical Education and Experience
- Associate Degree or equivalent experience
- 6 - 8 years of related experience
ENVIRONMENT AND PHYSICAL REQUIREMENTS
Environment and Physical Demands
- As described in the job posting
Ability to Travel
- Travel required. See the job posting for more information.
Directions (HR Manager- review job requirements and edit as necessary)- delete italics words as to be used only as a guide.
Employee must be able to meet the following requirements with or without an accommodation.
- ______ (very heavy, heavy, medium, light or sedentary) work that will ______ (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%) require employee to lift/move up to ______ lbs. and _____ (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%) lift more than ____ lbs. to greater than _____ lbs.
- Lifting, carrying, pushing, pulling, or moving heavy equipment and/or supplies ________. (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%)
- Reaching _____ (above, below, or above and below) the shoulder _______ (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%).
- Above-average agility and dexterity with the ability to hold, grasp and manipulate small parts and use hand and power tools _______. (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%).
- Wear personal protective equipment (PPE) and handle physical exertion, such as long periods of standing, walking, bending, crouching, stretching, reaching, repetitive motion, or similar activities.
- Work environments includes: __________ (exposure to chemicals, electrical current, proximity to moving mechanical parts, repetitive hand motion, open flame, working from heights, cold environment, hot environment, uneven surface, fumes).
- Travel to ___ sites. Valid driver’s license. (if need on job profile)
Time Type:
Full time
Job Type:
Regular
Work Shift:
N/A
Pay Rate Type:
Salary
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
