Service Engineer HW
Varian Medical Systems Inc
Hong Kong, Hong Kong

Job Description

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. This requires a high level of professional communication with their team, customers, management, sales and other technical support.

Applicable to the Oncology Systems business only : 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.

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 through the use of strong written, verbal, and interpersonal communication skills.

Job Requirements

Minimum Required Skills and Knowledge

  • Sound knowledge of and sound professional technical experience with micro-computers / PC based systems
  • Sound computer usage and debugging skills
  • Ability to identify and repair complex software and delivery system network problems.
  • Identify and resolve imaging system defects.
  • May be able to perform system relocations.
  • Highly proficient at diagnosing and solving complex mechanical problems, including simple vacuum leaks.
  • Able to perform vacuum system gun replacements and target replacements.
  • Maintain certification status for C3 products and achieved certification for TrueBeam
  • Proficient in most advanced modalities of Varian product lines within geography. Other Desired Skills and Knowledge
  • Proficient at defusing difficult customer situations.
  • Understands and utilizes the escalation process to Sr FSR, Management, NTS, PSE or Applications Required Certifications and Training
  • Has completed combined beam & combined imaging Level 2 / 3 VMS certification testing.
  • Has completed TrueBeam certification 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 : o Proof of valid identification (photo, driver’s license, SSN) o Criminal background checks o Drug screens o Immunizations (Hep B, MMR, Varicella, Influenza, Tetanus) o Annual TB testing o Healthcare trainings Experience Level with Business Tools Proficient in utilizing business tools such as : E-

    mail, Microsoft Word, Excel, and PowerPoint. Experience with SAP or equivalent ERP product and productivity software desired.

  • Minimum : HS Degree or Equivalent
  • Preferred : Associates degree, technical / vocational training or military experience with electronics and 4 8 years of related 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.

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