Hardware Field Service Representative (m/f) - Rabat, Morocco

Job description

We shape innovation in healthcare. For everyone. Wherever they are.

Siemens Healthineers' portfolio of innovative solutions plays a central role in clinical decision-making and the patient care journey. With a workforce of 71 000 passionate employees in over 70 countries, we push the boundaries of what is possible to help everyone live longer and healthier lives.

Are you looking to join an innovative company and become a part of transforming our healthcare system?

As part of the development of its activities, Varian Business Area is looking for the Hardware Field Service Representative. This position will be based in Rabat.

Varian, a Siemens Healthineers Radiation Oncology Business Area, 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.

Your Tasks and Responsibilities:

The Field Service Representative (FSR) is the primary contact for Varian customer service and repair needs ensuring that our customers’ equipment always operates efficiently. The Hardware FSR is responsible for troubleshooting, repairing, installing, upgrading, and performing preventative maintenance on all designated Varian equipment (Clinac, TrueBeam, Halcyon) according to instructions and company guidelines. Each FSR operates in a designated field service territory and represents Varian. This requires a high level of professional communication with their team, customers, management, sales, and other technical support.

• Troubleshoot, diagnose, and repair all Varian hardware equipment within an assigned service territory, including preventative maintenance, installations and upgrades per Varian guidelines.
• Time Management - maintain a schedule to include preventative maintenance installations and upgrades as well as incoming customer calls.
• Be able to assess urgency of customer request and follow-through to completion.
• Understand and recognize the need to escalate incidents when necessary or request additional assistance from more tenured representatives.
• Examine difficult customer issues, diagnose, and resolve the issues and meet established customer service levels.
• Maintain effective territory management and expense control which includes timely completion and submission of field service reports and other required documentation according VMS procedures
• Develop and maintain strong customer relationships through the use of strong written and verbal communication skills.

Key Requirements

• Troubleshoot, diagnose, and repair all Varian Hardware equipment within an assigned service territory, including preventative maintenance, installations and upgrades per Varian guidelines.
• Time Management - maintain a schedule to include preventative maintenance installations and upgrades as well as incoming customer calls.
• Be able to assess urgency of customer request and follow-through to completion.
• Understand and recognize the need to escalate incidents when necessary or request additional assistance from more tenured representatives.
• Examine difficult customer issues, diagnose, and resolve the issues and meet established customer service levels.
• Maintain effective territory management and expense control which includes timely completion and submission of field service reports and other required documentation according VMS procedures
• Develop and maintain strong customer relationships through the use of strong written and verbal communication skills.

Minimum Required Skills and Knowledge:

• Successfully completed degree in Electronic – Electrotechnics & computer science
• Frequent use and application of technical documentation, standards, principles, concepts, and techniques in the field.
• Uses acquired job skills and company policies to complete assigned tasks.
• Sound knowledge of and professional experience with Network analysis test equipment.
• Advanced knowledge of Desktop computer hardware and operating systems.
• Basic knowledge of server hardware and operating systems.
• Familiarity with Oncology Information System(OIS) Record and Verify (R&V) and Treatment Planning Systems (TPS) preferably from Varian (Aria-Eclipse)
• A thorough understanding of the separate OIS responsibilities of Varian Service reps and the Customer Physicists with regard to Treatment Planning Systems.
• Understanding and familiarity with Customer facing documentation.
• Performs routine maintenance such including major machine update (STB’s) Capable of performing Maintenance Release upgrades with assistance or supervision.
• Achieve certification status

Other Desired Skills and Knowledge:

• Experience in Servicing Linear accelerator, preferably Varian Brand (Clinac, TrueBeam, Halcyon)
• Able to handle difficult customer situations including troubleshooting while customer is observing.
• Is assigned as primary support for machine accounts
• Be able to understand and utilize the escalation process to RISS FSR, Manager, NTS, PSE, applications

Other Requirements:

• French, Arabic and English language, written and spoken.
• Valid passport – able to travel in Africa, Europe and the United States
• Driving license is a plus

GDPR

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open.

Diversity and Inclusion

Diversity, Equity, and Inclusion are strong values that represent our company. We commit to studying all applications in accordance with these values and in full transparency.