Job Description:
Software Field Service Representative position is a Systems Administration position responsible for troubleshooting, repairing, installing, upgrading, and performing preventative maintenance on the Siemens-Healthineers (SHS) software according to instructions and company guidelines. Each
Software Field Service Representative operates in a designated field service territory and represents SHS, often as the primary customer contact for software issues. This requires a high level of professional communication with their team, customers, management, sales, and other technical support representatives.
You are responsible for:
- Troubleshooting, diagnosing, and repairing SHS systems within an assigned service territory.
- Installing, modifying, and completing necessary upgrades to software systems per SHS 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 SHS guidelines.
- Being able to assess the urgency of the customer’s request and follow through to completion.
- Examining difficult customer issues, diagnosing, and resolving the issues to meet established customer service levels.
- Understanding and recognizing the need to escalate incidents when necessary or request additional assistance from more tenured representatives.
- Utilizing appropriate internal assistance request processes and escalations.
- Developing and maintaining strong customer relationships through excellent service with strong written and verbal communication skills.
- Conducting customer follow-up as needed and ensure customer inquiries and issues are resolved in a timely manner.
- Continuing fluency in known product lines and proactively learning new product information with the goal of becoming fluent in speaking all Varian product language.
- Being able to manage multiple and competing priorities
Qualifications:
- HS Degree or Equivalent Preferred: Associate degree, technical /vocational training or military experience and 4 – 8 years of related experience
- Knowledge of Windows Server operating systems, familiarity with desktop computer and server hardware components, networking concepts, database admin experience.
- Exercise sound judgment and problem-solving skills.
- Take responsibility and work independently, as well as coordinate team efforts.
- Demonstrate patience, tact, and courtesy with a variety of customers and personalities.
- Able to handle difficult customer situations including troubleshooting in the presence of customers.
- Ability to communicate effectively with customers of varying levels of technical knowledge.
- Understanding and familiarity with service, installation, and customer-facing documentation.
- Microsoft Office Suite including Excel, Word, and PowerPoint
- Must be able to successfully meet and maintain all required vendor credentialing, criminal background checks, and drug screens unless prohibited by law.