Field Service Engineer - HW - Columbus, OH

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About the role

The Field Service Representative (FSR) is the primary contact for Varian Medical Systems (VMS) customer service and repair needs, ensuring that our customers’ equipment operates efficiently at all times. 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, requiring a high level of professional communication with their team, customers, management, sales, and other technical support.

Responsibilities

• 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 them to meet established FSR levels.
• Maintain effective territory management and expense control, including timely completion and submission of field service and expense reports, along with management of consignment and other required documentation according to VMS procedures.
• Develop and maintain strong customer relationships using strong written, verbal, and interpersonal communication skills.
• Perform routine maintenance, including major STBs.
• Diagnose and solve moderately complex mechanical problems, including simple vacuum leaks.
• Perform vacuum system gun replacements and target replacements.
• Achieve certification status for C3 products.
• Meet all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law. These may include but are not limited to: proof of valid identification, criminal background checks, drug screens, immunizations, annual TB testing, and healthcare trainings.

Requirements

• Frequent use and application of technical documentation, standards, principles, concepts, and techniques in the field.
• Uses acquired job skills and company policies to complete assigned tasks.
• Sound knowledge of and professional experience with electronic and electro-mechanical engineering, testing equipment used for verification/checkout and calibration of electronic equipment.
• Sound knowledge of and professional technical experience with micro-computers/PC-based systems.
• Sound computer usage and debugging skills; ability to identify and repair routine software and delivery system network problems.
• Ability to identify and resolve simple imaging system defects.
• Proficient at diagnosing and solving moderately complex mechanical problems.
• Minimum: High School Diploma or equivalent.
• Preferred: Associate degree, technical/vocational training, or military experience with electronics and 2–5 years of related experience.
• Must live within close proximity or be willing to relocate to Columbus, OH.
• Must hold a valid driver’s license in the state of residence and may not have any prior DUI/DWI convictions or pending charges, or other serious moving violations (unless prohibited by state/local law).

Qualifications

• Has completed all required VMS training classes for C3 products.
• Has completed VMS HW Level II and Imaging Level II certification testing.
• Familiar with business tools such as email, Microsoft Word, Excel, and PowerPoint.
• Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software is desired.
• Able to handle difficult customer situations, including troubleshooting while the customer is observing.
• Assigned as primary support for machine accounts for which certification has been completed.
• Understands and utilizes the escalation process to Sr FSR, Management, NTS, PSE, and Applications.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance
• Paid parking/public transportation
• Paid time off
• Paid sick and safe time

Pay

The base pay range for this position is $50,210 - $69,036. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission-eligible position, the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.