Software Field Service Rep - Systems Administrator for Healthcare Vendor

Varian Medical Systems

Full-time - Entry Level

Computer and Electronic Product Manufacturing

About the position

The Software Field Service Representative (FSR) position at Varian Medical Systems is a Systems Administration role focused on providing technical support for VMS software. The FSR is responsible for troubleshooting, repairing, installing, upgrading, and performing preventative maintenance on software systems within a designated service territory. This role requires effective communication with customers and internal teams, ensuring high levels of customer satisfaction and timely resolution of software issues.

Responsibilities

• 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.
• Assessing the urgency of customer requests and following through to completion.
• Examining difficult customer issues, diagnosing, and resolving them while meeting established customer service levels.
• Escalating incidents when necessary or requesting additional assistance from more tenured representatives.
• Utilizing appropriate internal assistance request processes and escalations.
• Developing and maintaining strong customer relationships through excellent service and communication skills.
• Conducting customer follow-up as needed to ensure inquiries and issues are resolved in a timely manner.
• Continuing fluency in known product lines and proactively learning new product information.
• Managing multiple and competing priorities.

Requirements

• High School Degree or Equivalent; Associate degree, technical/vocational training or military experience preferred.
• 4 - 8 years of related experience in a technical support role.
• Knowledge of Windows Server operating systems and familiarity with desktop computer and server hardware components.
• Understanding of networking concepts and IT networks.
• Strong problem-solving skills and sound judgment.
• Ability to work independently and coordinate team efforts.
• Excellent communication skills, both written and verbal, with the ability to handle difficult customer situations.
• Familiarity with service, installation, and customer-facing documentation.
• Proficiency in Microsoft Office Suite including Excel, Word, and PowerPoint.

Nice-to-haves

• Sound knowledge of and professional experience with IT Networks including network analysis test equipment.
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels.
• Ability to lead calls and projects involving multiple customer departments.

Benefits

• Company vehicle or stipend program available for this position.