Tech Support Software Rep

Together, we can beat cancer.

At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

If you want to be part of this important mission, we want to hear from you. 

As a member of the Software Technical Support Helpdesk team, you will provide high-level remote support to external customers utilizing our products. Responsibilities include assisting external customers with frontline technical questions on diagnosing, troubleshooting, repairing, and debugging complex computer systems, software, or networked and/or wireless systems. Your interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.

Key Responsibilities:

• Provide remote support for external customers via telephone, email, or chat sessions.
• Diagnose, troubleshoot, repair, and debug complex systems, software, and network/wireless issues.
• Resolve customer concerns related to installation, operation, and maintenance of product applications or compatibility matters.
• Utilize remote service applications to address complex system-level software problems and recommend corrective actions.
• Analyze and correct moderately complex networking issues related to bandwidth, administration, and configuration.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Assist product engineering groups with proposed design changes and test design modifications.
• Investigate safety problems, incidents, and customer complaints, reporting them to the appropriate authority or department.
• Apply escalation procedures, update status, and follow through to task completion as per company policy.
• Apply customer management skills, technical expertise, and available resources to meet or exceed customer needs and expectations, as measured through the Net Promoter Score.
• Maintain detailed electronic records of service interactions, including technical problems encountered and parts employed to correct them.
• Process all required service documentation and electronic reports promptly.
• Participate in the development of new servicing techniques and the maintenance/creation of service documentation.
• Train other field personnel as necessary.

Requirements:

• Minimum Required Skills and Knowledge:
  • Sound knowledge and professional experience in Relational Database Systems, Network Operations, Operating Systems, Server and Desktop Hardware, and Hardware and Application Virtualization.
• Desired Skills and Knowledge:
  • Citrix Certification.
• Required Certifications and Training:
  • Obtain and complete LMS training plan specific to assigned responsibility.
• Vendor Credentialing (Oncology Systems Business Only):
  • Meet all Vendor Credentialing requirements necessary to gain VMS client site access unless prohibited by law.
  • These requirements vary by client and may include proof of valid identification, criminal background checks, drug screens, immunizations (Hep B, MMR, Varicella, Influenza, Tetanus), annual TB testing, and healthcare training.
• 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 is desired.
• Education and Experience:
  • Minimum: High School Degree.
  • Preferred: Bachelor’s degree.
  • Typically, incumbents at this level will have 2-5 years of experience.
• Job Complexity:
  • Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
• Supervision:
  • Normally follows es