Software Field Service Representative - Systems Administrator

September 16

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Varian

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5001 - 10000

Description

• 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, and 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 learns new product information with the goal of becoming fluent in speaking all Varian product language. • Being able to manage multiple and competing priorities.

Requirements

• 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 • 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.

Benefits

• Company vehicle (or stipend program) available for this position. • 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.