Field Service Rep HW - Fairfax, VA

About the role

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

Responsibilities

• Trains and troubleshoots all designated VMS equipment within an assigned service territory, including preventative maintenance, installations, and upgrades per VMS guidelines.
• Manages time and maintains 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.
• Understands and recognizes the need to escalate incidents when necessary and/or request additional assistance from more tenured representatives.
• Examines difficult customer issues, diagnoses, and resolves the issues, and meets established FSR levels.
• Maintains 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 to VMS procedures.
• Develops and maintains strong customer relationships using strong written, verbal, and interpersonal communication skills.

Requirements

• Frequent use and application of technical documentation, standards, principles, concepts, and techniques in the field.
• 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.
• Able to identify and repair routine software and delivery system network problems.
• Identifies and resolves simple imaging system defects.
• Performs routine maintenance, including major STBs.
• Proficient at diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks.
• Able to perform vacuum system gun replacements and target replacements.
• Achieve certification status for C3 products.
• Meets all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law.

Qualifications

• Minimum Required Skills And Knowledge: 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. Identifies and resolves simple imaging system defects. Performs routine maintenance, including major STBs. Proficient at diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks. Able to perform vacuum system gun replacements and target replacements. Achieve certification status for C3 products. Meets all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law.
• Other Desired Skills And Knowledge: 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. Be able to understand and utilize the escalation process to Sr FSR, Management, NTS, PSE, Applications.

Skills

• Minimum Required Skills And Knowledge: 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. Identifies and resolves simple imaging system defects. Performs routine maintenance, including major STBs. Proficient at diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks. Able to perform vacuum system gun replacements and target replacements. Achieve certification status for C3 products. Meets all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law.
• Other Desired Skills And Knowledge: 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. Be able to understand and utilize the escalation process to Sr FSR, Management, NTS, PSE, 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 $60,250 - $82,841 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Schedule

This is a field based "remote" position that requires onsite work at several local customer locations.