Performs technical, mainly pre-defined tasks for accomplishing defined service delivery work for customer equipment.

The Software Field Service Engineer (FSE) position is a Systems Administration position responsible for troubleshooting, repairing, installing, upgrading, and performing preventative maintenance on the Varian Medical Systems (VMS) software according to instructions and company guidelines. Each

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:

• HS Degree or Equivalent Preferred: Associate degree, technical /vocational training or military experience and 4 – 8 years of related experience

• 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, criminal background checks, and drug screens unless prohibited by law.

Other Desired Skills and Knowledge:

• Sound knowledge of and professional experience with IT Networks including network analysis test equipment.
• 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.

Additional Information:

• Position is primarily remote, however some travel may be required of this position (up to 20%)
• Company vehicle (or stipend program) available for this position.