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Manages distributor service operations for key customers in a manner that fulfills business goals, controls costs, and maintains focus on high impact, strategic initiatives.
Demonstrates the ability to facilitate solutions to technical problems and needs in a manner that generates confidence in others.
Customer Account Management
Maintains focus on the key drivers of customer satisfaction.
Customer Needs Analysis
Accurately determines the key needs, and concerns, and opportunities of customers.
Ensures that customer’s problems are addressed in a prompt complete manner to meet their most critical needs.
Planning and Organizing
Mobilizes, plans, and controls time and resources to achieve goals.
Plans marshals, distributes and tracks resources on a day-to-day basis to fulfill business objectives.
Demonstrates the ability to create a team environment of mutual respect and high performance.
Sales Support and Consultation
Demonstrates the ability to identify sales opportunities and mobilize appropriate selling resources to maintain and expand service contracts.
Performance Development and Coaching
Demonstrates the ability to help Distributor employees define and follow through with key requirements for excellent performance and personal development.
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.
Minimum Required Skills and Knowledge: Extensive understanding and wide application of technical documentation, standards, principles, concepts and techniques in the field. Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks Expert knowledge of and sound professional experience with electronic and electro-mechanical engineering, testing equipment used for verification/checkout and calibration of electronic equipment. Expert knowledge of and sound professional technical experience with micro-computers/PC based systems Expert computer usage and debugging skills Expert ability to identify and repair complex software and delivery system network problems. Expert at identifying and resolving complex imaging system defects 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. May also be able to replace accelerator sled. As a skilled specialist, completes tasks in resourceful and effective ways. Maintain all certification status. Proficient in most advanced modalities of Varian product lines applicable to VMS hardware Other Desired Skills and Knowledge: Expert 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 TB 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: 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 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. Minimum: HS Degree or Equivalent Preferred: Associates degree, technical /vocational training or military experience with electronics and 8+ years of related experience
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