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.
This position will report to the Manager, Technical Helpdesk Service SEAK.
As a member of the Hardware and/Software 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.
Key Responsibilities
- He/she will need to be able to respond calmly and expertly demonstrate subject matter expertise in his/her daily customer-centric interaction and activities.
- Respond to customer product inquiries via telephone or written internet-based email or chat sessions.
- Resolves customer concerns raised while equipment is in operations, maintenance of product application and/or manage issues relating to technical compatibility matters.
- Utilizes Varian's SmartConnect remote service to troubleshoot systems level hardware problems pertaining to Varian's product suite and recommends suitable corrective action.
- Timely update of case status and uses proper escalation procedures to follow through to completion for tasks such as
- Documents customer information and recurring technical issues to support product quality programs and product development.
- Maintaining detailed electronic records of service interactions, including the technical problems encountered and parts employed to correct the problem.
- Process all required service documentation and electronic reports in a timely manner.
- Supports other field personnel in the event of complex cases by going onsite to customer premise to support corrective action
- If required - to participate in development of new servicing techniques and maintenance/creation of service documentation
- At times, your expertise may be called upon to investigate safety problems relating to incidents and customer complaints; report them to the appropriate authority or department for proper handling.
- Utilize Knowledge-Centric Service (KCS) to provide fast and consistent customer support to all customers.
- Applies customer management skills, technical expertise, and available resources to meet or exceed customer needs and expectations as measured through the Technical Helpdesk Net Promoter Score.
Essential Requirements
- Possesses high energy, is self-directed, a team player, and detail-oriented with a sense of excitement for Varian's mission in radiation oncology solutions and aligns positively with the culture of Siemens Healthineers.
- Strong communication and interpersonal skills are highly desired, as this is a customer-facing role that may come under tremendous pressure while managing customer issues/escalations.
- Background in healthcare technology companies, high-tech IT infrastructure companies, healthcare IT, or software companies.
- Bachelor's Degree or equivalent with over 8 years of technical product support experience (for external candidates).
- Field service engineers with over 5 years of experience or current District Managers/Team Leaders with over 2 years of supervisory experience are welcome to progress their careers as THD agents.
- Candidates with strong technical product knowledge and expertise in Varian products will be highly preferred.
- Thorough understanding and application of Varian regulatory affairs, escalation, and quality procedures.
- Expert knowledge of and professional technical experience with PC-based systems.
- Remote diagnosis skills using available Varian tools to their full potential.
- Adept at interpreting event logs to find and document solutions for complex problems, including Varian combined logs, system event logs analysis using Baretail, TrueBeam Chart, and Ctool.
- Ability to understand and respond to customers needs and skill levels to deliver remote support options to people of diverse backgrounds.
- Strong planning, coordination, and time management skills to reach solutions that exceed customer expectations while making cost-effective use of Varian resources.
- Flexibility to manage multiple tasks simultaneously and deliver to deadlines under pressure.
- Strong communicator, articulate with excellent verbal and written communication skills, skilled in interpersonal communication with the ability to convey detailed technical information clearly and simply.
- Comfortable with complex technical issues and able to work on assignments requiring independent action and a high degree of initiative to resolve issues and make recommendations based on outcomes.
- Strong understanding and application of change management principles and how they apply to customers, team members, and the organization.
Varian is required to comply with all local and applicable regulations that may be associated with vaccine requirements for certain roles.
Fighting cancer calls for big ideas.
We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.
#TogetherWeFight
Privacy Statement
