Field Service Rep HW - Fairfax, VA
Siemens Healthineers
Summary
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.
Job description
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, assessing and prioritizing urgency of customer requests and following 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, 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.
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.
- Identify and resolve 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.
Education and Experience
- Minimum: HS Degree or Equivalent
- Preferred: Associate degree, technical/vocational training or military experience with electronics and 2 – 5 years of related experience
Other Desired Skills and Knowledge
- Able to handle difficult customer situations including troubleshooting while the customer is observing.
- Is 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.
Required Certifications and Training
- Has completed all required VMS training classes for C3 products.
- Has completed VMS HW Level II and Imaging Level II certification testing.
Experience Level with Business Tools
- Familiar with 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.
Note: Candidate must live within close proximity or be willing to relocate to Fairfax, VA. This is a field based "remote" position that requires onsite work at several local customer locations.
Requirements
- HS Degree or Equivalent
- 2 – 5 years of related experience with electronics (preferred)
- Associate degree, technical/vocational training or military experience with electronics (preferred)
- Sound knowledge of and professional experience with electronic and electro-mechanical engineering
- Experience with 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
- Identify and resolve simple imaging system defects
- 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
- Completed all required VMS training classes for C3 products
- Completed VMS HW Level II and Imaging Level II certification testing
- Familiar with 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)
- Must live within close proximity or be willing to relocate to Fairfax, VA
- Legally authorized for employment in the United States without employer sponsored work authorization now or in the future
- Valid driver's license in the state of residence
- No prior DUI/DWI convictions or pending DUI/DWI charges or other serious moving violations
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Retirement Plan
- Life Insurance
- Long-term Disability Insurance
- Short-term Disability Insurance
- Paid Parking
- Public Transportation
- Paid Time Off
- Paid Sick and Safe Time
Company overview
Siemens Healthineers is a German multinational medical technology company specializing in diagnostic and therapeutic imaging, laboratory diagnostics, and molecular medicine. Founded in 2017 as a spin-off from Siemens AG, the company has established itself as a global leader in healthcare technology with a comprehensive portfolio that addresses the complete care continuum for many of the world's most threatening diseases. With approximately 69,500 employees worldwide and operations in over 70 countries, Siemens Healthineers generates annual revenues exceeding €21 billion. The company's product offerings span across four main business segments: Imaging (including CT, MRI, ultrasound, and X-ray systems), Diagnostics (laboratory and point-of-care testing), Varian (cancer care and radiation therapy), and Advanced Therapies. Siemens Healthineers is particularly renowned for pioneering breakthroughs in medical imaging, having developed the world's first commercial PET/CT scanner and continuing to innovate in areas such as artificial intelligence, digital health solutions, and precision therapy. The company's commitment to research and development, with annual investments of approximately €1.5 billion, drives its mission to pioneer breakthroughs in healthcare for everyone, everywhere, sustainably.