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 role will be a customer site-based role in Abu Dhabi, with some travel to other sites in the Middle East expected.
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.
An overall understanding of customer care and experience management essential
Minimum Required Skills and Knowledge
Medical Device experience is preferable
Electrical and / or Mechanical Engineering, test equipment used for verification / checkout and calibration of electronic equipment.
Limited use and / or application of technical documentation, standards, principles, concepts, and techniques in the field.
Basic computer usage and debugging skills
Fundamental knowledge of delivery system networks and networking techniques.
Basic understanding of imaging systems
Capable of performing routine maintenance such as follow ups, PMIs and minor STBs
Basic accelerator theory knowledge.
Other Desired Skills and Knowledge
Associates degree, technical / vocational training or military experience with electronics and
Be able to interpret customer concerns and translate to machine issue.
Understand and utilize the escalation process to Sr FSR, Management, NTS, PSE, Applications Required Certifications and Training
Excellent fluency in English, verbal and written, required. Fluency in other languages would be a plus but not mandatory.
Software and computer skills are required
Familiar with business tools such as : E-mail, Microsoft Word, Excel, and PowerPoint.
Experience with SAP or equivalent ERP product and productivity software desired.
Willingness to travel for business as required
Contributes to team efficiency through the quality of personal work and by influencing team mate output to required standards.
Must understand team collaboration and have effective networking skills.
Able to work independently within guidelines and policies and adhere to the corporate policies and procedures.
Capable of managing their own workload and of excellent communication relationship building at all levels within and outside of the organization.
Agile with being pro-active, analytical, results-oriented and able to make decisions within the scope of their role.
Be able to actively problem solve and suggest realistic innovations to processes towards creating a better customer experience
Become part of our team
At Varian, our culture is centered on fostering the creative potential of every employee through teamwork and collaboration.
Our technologies touch millions of lives every day, and this inspires us to do our best work every day. By using your talent, ambition and creativity, you can build a career that allows you to make a real difference in people’s lives.
You’re just one click away from the most impactful work you’ll ever do. Apply now and join our mission to help save lives.
Someone, somewhere, will be glad you did.