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Product Support Engineer

4 months ago

Austin, United States Varian Medical Systems Full time

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.

The Product Support Engineering Hardware Specialist provides remote and on-site technical support to field engineers, installation engineers, and technical support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. The PSE plays the role as the new product service interface to design and development teams on all new product introductions.

You are responsible for:

  • Generating service requirements, service plans, and associated new product service documentation.

  • Providing high level of professional communication with their team, customers, management, engineering, manufacturing, and other technical support.

  • Responding to situations where first-line field service support has failed to isolate or fix problems in malfunctioning equipment or software.

  • Providing support to customer/users where the product is highly technical or sophisticated in nature.

  • Providing new product service interface to design and development teams on all new product introductions.

  • Generating service requirements, service plans, and all associated new product service documentation.

  • Providing installation and service support and training during new product roll out and is responsible to ensure feedback is delivered and incorporated into subsequent release.

  • Providing technical liaison support for field installation, warranty, and contract service to manufacturing and engineering continuous product and process improvement teams.

  • Authoring all service-related technical documentation and communication to the field service organization.

  • Reporting design, reliability and maintenance problems or bugs to design engineering/software engineering.

  • Understanding and utilizing internal escalations processes.

  • Reporting activities in administrative systems to ensure accurate company statistical data on customer-oriented activities.

  • May be involved in customer installation and training.

  • Maintaining all repair shop processes and test procedures.

  • Performing additional duties as required.

Minimum Qualifications:

  • Associates degree, technical /vocational training or IT industry certification.

  • A minimum of 2 years of experience.

  • Required Certifications and Training: Obtains and completes LMS training plan specific to assigned responsibility. 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 Salesforce work order management or equivalent CRM software.

  • Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.

Fighting cancer calls for big ideas.

We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.

#TogetherWeFight

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Equal Employment Opportunity Statement

Varian is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

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Varian follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more,Click here.