Field Service Manager

Directs the coordination of technical and administrative support activities including repair, preventative maintenance, and engineering change upgrades in order to provide the highest level of service, maximize customer satisfaction and achieve financial objectives.

Provides directions for the delivery of pre- and post-sales services and support to customers. Participates in the resolution of customer concerns and defining and developing a customer contact strategy.

Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer.

Manages a profit and loss center. Performs all required management responsibilities including but not limited to: Implementing the company's policies, programs, and guidelines; ensuring employee productivity and growth; managing resources; knowing Varian's business; and maintaining functional, technical, and external market awareness necessary for managing immediate organization.

Cooperate with other departments (local Sales, Installation, Applications, Order Processing, Product Support, Manufacturing, etc.) and provide them the necessary support to provide them the best service and maintenance services and optimize customer relations.

Manage customer relations in all service and maintenance matters (service requests, contractual services, emergencies), to ensure customers can operate their VMS equipment according to technical and safety guidelines with the highest level of satisfaction.

Establish service budgets and monitor financial performance, to ensure service revenue objectives are achieved within agreed budgets and with maximum cost effectiveness.

Manage the regular reporting of all service information (records of service visits, technical problems, actions taken and parts employed), to ensure accurate updated customer maintenance information is available to all VMS parties.

Direct the analysis of customer data and the ordering of stock and spare parts, to ensure all materials are available for scheduled and emergency service and maintenance activities within the agreed budgets.

Minimum Required Skills and Knowledge

• Bachelor’s Degree or equivalent
• 5 years of related experience
• One year of management experience or supervisory equivalent
• Ability, competence, and confidence to lead people
• Effective interpersonal skills
• Fluency in the local language and in English, both written and spoken

Other Desired Skills and Knowledge

• Sound understanding and application of contract structuring, composition, and contract negotiation
• Sound understanding and experience in establishing quotations, costing for jobs, monitoring costs, and following up on execution

Required Certifications and Training

Obtains and completes LMS training plan specific to assigned responsibility.

Experience Level with Business Tools

Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint. Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.

Applicable to the Oncology Systems business only: Meets all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law. These requirements vary by client and may include but are not limited to: Proof of valid identification (photo, driver’s license, SSN) Criminal background checks Drug screens Immunizations (Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare trainings.

Position must have full access to VMS client sites to perform the essential functions of this position. Many VMS clients require VMS employees and representatives to meet certain “Vendor Credentialing” requirements before they will be allowed to have access to their sites. Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access, and must continue to meet those requirements during the course of VMS employment in this position.

This role is governed by our Fleet Safety Policy. To be eligible for employment, applicants must hold a valid driver’s license in the state they reside and may not have any prior DUI/DWI convictions or pending DUI/DWI charges or other serious moving violations (unless such a restriction is prohibited by state/local law).