Service Support Engineer
Remote, United Arab Emirates
Job Description
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.
Primary roles is to support the local Distributor and Varian engineers based within North and West Africa Region:
- Directing daily district Field Service activities
- Providing technical oversight/training/coaching
- Coordinating resources for technical escalated issues, and some daily allocation requests from Dispatch team (including overtime recovery)
- Planning District Preventive Maintenance PMI-PMP
- Tracks Preventive Maintenance PMI-PMP to be performed by Distributors, pending Field Modification “Service Technical Bulletin” STB installation and monitors parts consignment
- Manages STB registration in the MODMAN database (STB Mandatory and Type 3)
- Tracking district key performance metrics
- Providing input to District Manager on Field Service Report performance reviews
- Advising distributors Field Engineer trainings
- Covering for and assisting the District Manager, as required, including:
- handling GTS/PSE Support team On-site requests
- handling Assistance Request /weekly calls
- Properly document case and produce knowledge base article
- engaging in daily customer communications re:ER
- approving high dollar parts
- coordinating Service upgrades
- attending safety reviews on customer site (Plan de Prévention)
- attending Customers Quality reviewsSecondary role is to perform on-site or in-house servicing, repair and/or installation of company product(s) including:
- May include any aspect of field support, and is not limited to system hardware and software, PC’s, and networking/wireless networking
- Provides technical support to customers on operational or maintenance aspects of system equipment
- Serves as customer contact on technical and service related problems
- Diagnoses mechanical, hardware, software and systems failures, using established procedures
- Determines most cost effective repair/resolution to minimize customer downtime
- Prepares reports for analysis of product failure trends and service ability issues.
- Provides basic, routine, complex and advanced servicing, testing, and maintenance of Varian Medical Systems (VMS) equipment according to instructions and company guidelines to ensure that customers’ equipment operates efficiently at all times
- Works without direct supervision.
- Fluent in French and English – Arabic could be a +Other duties
- Provide phone support/remote to Field Service Representatives as required to achieve resolution of service need in a timely manner.
- Analyze spare parts consumption within the district and propose action plan to minimize usage in maximizing customer satisfaction and quality of repair.
- Input detailed records of service visits into company information systems, including technical problems, actions taken and parts employed to correct these problems, to ensure accurate updated customer maintenance information is available to other VMS parties.
- Maintain up-to-date technical documentation, in order to permanently keep informed regarding all operating characteristics, design factors, technical performance and developments of VMS products.
- Maintain a high degree of professional knowledge and safety consciousness according to VMS guidelines in order to perform activities under the safest working conditions.
- Assist in the development of new servicing techniques and communicate it as best practices to the VMS and Distributors Field service team.
- Plan, in cooperation with her/his Manager the training requirements for the VMS or Distributor Service personnel to ensure all Field Engineers, within the assigned area, are trained and knowledgeable on the latest technical and product developments
- Report by means of FSR’s, time sheets, expense reports, etc. regularly to ensure accurate company statistical data on customer-oriented activities is available.Minimum required skills and knowledge
- Expert knowledge of and sound professional technical experience with micro-computers/PC based systems
- Expert computer usage and debugging skills
- Expert at identifying and resolving complex imaging system defects
- 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.
- Proficient in most advanced modalities of Varian product lines applicable to VMS hardware
- Leadership ability
- Minimum 5 years’ experience on Servicing Varian linacs.Other Desired Skills and Knowledge
- Expert at defusing difficult customer situations.
- Understands and utilizes the escalation process to involve Sr FSE, Management, NTS, PSE or Applications
- Organize and deliver technical workshopRequired Certifications and Training
- Has completed combined Clinac beam & combined imaging Level 2/3 VMS certification testing.
- Has completed TrueBeam certification
- Has completed Halcyon certificationSkills / Job complexity
- Develops technical solutions to complex problems that require the regular use of ingenuity and creativity.
- Performs expert troubleshooting on the following systems-PV, OBI, MLC, Modulator, 4DTC, RPM, delivery system networking on TrueBeam and Halcyon systems.
- Expected to provide feedback to NTS for tech tips or documentation
- Works on assignments requiring considerable judgment and initiative. Understands implications or work and makes recommendations for solutions.#LI-OS1#LI-REMOTEVarian is required to comply with all local and applicable regulations that may be associated with vaccine requirements for certain roles.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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Job Detail
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Job IdJD1421288
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationRemote, United Arab Emirates
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EducationNot mentioned