Field Service Engineer SW – Systems Admin for Medical Device Vendor - Southern California

Siemens Healthineers

1d•Remote

About The Position

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. The Software Field Service Engineer supports Varian Medical Systems software by installing, upgrading, maintaining, and troubleshooting systems within an assigned service territory. This role serves as a primary customer contact for software issues, providing both remote and on-site support, performing preventative maintenance, and documenting work in CRM systems. The Software Field Service Engineer (FSE) position is a Systems Administration position responsible for troubleshooting, repairing, installing, upgrading, and performing preventative maintenance on the Varian Medical Systems (VMS) software according to instructions and company guidelines. Each Software FSE operates in a designated field service territory and represents VMS, 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.

Requirements

HS Degree or Equivalent
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.

Nice To Haves

Preferred: Associate degree, technical /vocational training or military experience and 4 – 8 years of related experience
Sound knowledge of and professional experience with IT Networks including network analysis test equipment.
Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels.
Ability to lead calls and projects involving multiple customer departments.

Responsibilities

Troubleshooting, diagnosing, and repairing VMS systems within an assigned service territory.
Installing, modifying, and completing necessary upgrades to software systems per VMS 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 VMS 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