Senior Engineering Customer Support Job at Varian

Varian is hiring for the role of Senior Engineering Customer Support!

Responsibilities of the Candidate:

• Troubleshoot, diagnose, and repair all designated VMS equipment within an assigned service territory, including preventative maintenance, installations, and upgrades per VMS guidelines.
• Manage time effectively, balancing preventative maintenance, installations, upgrades, and incoming customer calls by assessing and prioritizing the urgency of customer requests and following through to completion.
• Recognize when to escalate incidents or request additional assistance from more experienced representatives when necessary.
• Diagnose and resolve complex customer issues while meeting established Field Service Representative (FSR) performance levels.
• Maintain effective territory management and expense control, including timely submission of field service and expense reports, and management of consignment and other required documentation in accordance with VMS procedures.
• Develop and maintain strong customer relationships using effective written, verbal, and interpersonal communication skills.
• Ensure compliance with Vendor Credentialing requirements for full client access, continuing to meet these requirements during employment in the position.

Requirements:

• Frequently utilizes technical documentation, standards, principles, concepts, and techniques relevant to the field.
• Applies acquired job skills and adheres to company policies to complete assigned tasks.
• Possesses sound knowledge and professional experience in electronic and electro-mechanical engineering, including the use of testing equipment for verification, checkout, and calibration of electronic devices.
• Demonstrates a strong understanding of and experience with micro-computers/PC-based systems, along with proficient computer usage and debugging skills.
• Capable of identifying and resolving routine software and delivery system network issues.
• Able to diagnose and resolve simple imaging system defects.
• Performs routine maintenance, including major Set-Top Box (STB) repairs.
• Proficient in diagnosing and solving moderately complex mechanical problems, such as simple vacuum leaks.