Key Account Leader - Customer Support

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The Field Service Representative (FSR) is the primary contact for Varian Medical Systems (VMS) customer service and repair needs ensuring that our customers’ equipment always operates efficiently. 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.
Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks.

·        Troubleshoot, diagnose and repair all designated VMS equipment within an assigned service territory, including preventative maintenance, installations and upgrades per VMS guidelines.

·        Manage time and maintain a schedule to include preventative maintenance, installations and upgrades as well as incoming customer calls demonstrating the ability to assess and prioritize the urgency of customer requests and follow-through to completion.

·        Understand and recognize the need to escalate incidents when necessary and/or request additional assistance from more tenured representatives.

·        Examine difficult customer issues, diagnose and resolve the issues and meet established FSR levels. 

·        Maintain effective territory management and expense control which includes timely completion and submission of field service and expense reports along with management of consignment and other required documentation according VMS procedures.

·        Develop and maintain strong customer relationships using strong written, verbal, and interpersonal communication skills.

·        Completes broad scope of technical tasks including installation/commissioning, maintenance and evaluation of customers’ equipment and systems among others (after PM100).

·        Determines priorities of tasks and actions and schedules measures accordingly.

·        Supports customer remotely and onsite and provides 2nd and 3rd level user support in case of arising issues.

·        Contributes to or conducts the maintenance and improvement of internal tools, equipment, processes, and data repositories.

·        Contributes to or executes activities for estimation, planning, and review of technical tasks in support of overall project acquisition, negotiation, planning and management (partly before PM100).

·        Adheres to relevant processes and regulations.

·        May manage sub-contractors and monitors delivery.

·        May be involved in technical design and developments for service offerings.

Who we are: We are a team of more than 72,000 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.

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