Software Field Service Representative

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks. Job Description: Software Field Service Representative position is a Systems Administration position responsible for troubleshooting, repairing, installing, upgrading, and performing preventative maintenance on the Siemens-Healthineers (SHS) software according to instructions and company guidelines. Each Software Field Service Representative operates in a designated field service territory and represents SHS, often as the primary customer contact for software issues. This requires a high level of professional communication with their team, customers, management, sales, and other technical support representatives. You are responsible for: Troubleshooting, diagnosing, and repairing SHS systems within an assigned service territory. Installing, modifying, and completing necessary upgrades to software systems per SHS guidelines. Traveling to customer sites as necessary to troubleshoot and resolve issues or attend upgrades for on-site support. Troubleshooting customer-reported issues, and documenting troubleshooting steps and resolutions in CRM. Completing software-related preventative maintenance processes on time per SHS guidelines. Being able to assess the urgency of the customer's request and follow through to completion. Examining difficult customer issues, diagnosing, and resolving the issues to meet established customer service levels. Understanding and recognizing the need to escalate incidents when necessary or request additional assistance from more tenured representatives. Utilizing appropriate internal assistance request processes and escalations. Developing and maintaining strong customer relationships through excellent service with strong written and verbal communication skills. Conducting customer follow-up as needed and ensure customer inquiries and issues are resolved in a timely manner. Continuing fluency in known product lines and proactively learning new product information with the goal of becoming fluent in speaking all Varian product language. Being able to manage multiple and competing priorities Qualifications: HS Degree or Equivalent Preferred: Associate degree, technical /vocational training or military experience and 4 – 8 years of related experience Knowledge of Windows Server operating systems, familiarity with desktop computer and server hardware components, networking concepts, database admin experience. Exercise sound judgment and problem-solving skills. Take responsibility and work independently, as well as coordinate team efforts. Demonstrate patience, tact, and courtesy with a variety of customers and personalities. Able to handle difficult customer situations including troubleshooting in the presence of customers. Ability to communicate effectively with customers of varying levels of technical knowledge. Understanding and familiarity with service, installation, and customer-facing documentation. Microsoft Office Suite including Excel, Word, and PowerPoint Must be able to successfully meet and maintain all required vendor credentialing, criminal background checks, and drug screens unless prohibited by law. Other Desired Skills and Knowledge: Sound knowledge of and professional experience with IT Networks including network analysis test equipment. Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels. Ability to lead calls and projects involving multiple customer departments. Additional Information: Position is primarily remote, however some travel may be required of this position (up to 20%) Company vehicle (or stipend program) available for this position. #LI-Remote Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways. How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. To find out more about Siemens Healthineers' businesses, please visit our company page at Siemens Healthineers Canada. The expected compensation for this position is: $57,000 - $106,000 Factors which may affect starting compensation within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. Siemens Healthineers offers a variety of health and wellness benefits including a flexible benefits plan, Defined Contribution Pension Plan, Registered Retirement Savings Plan matching contributions, plus a competitive paid time off program including vacation, company holidays, sick leave, and parental leave (all subject to eligibility requirements). This information is provided per required laws and regulations. Applicants should apply via Siemens Healthineers external or internal careers site. Equal Employment Opportunity Statement: Siemens Healthineers is committed to creating a diverse environment and is proud to be an equal opportunity employer. While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted. Accessibility: Siemens Healthineers is committed to excellence in serving all employees and customers, including people with disabilities. Siemens Healthineers will strive to ensure that policies and procedures established with respect to the provisions of its goods and services to persons with disabilities are consistent with the principles of dignity, independence, integration and equal opportunity as provided in the Accessibilities for Ontarians with Disabilities Act, 2005. Siemens Healthineers will continue to attempt to meet the needs of all its customers, including but not limited to persons with disabilities, in an effective and timely manner. If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at [email protected]. Please note HR People Connect People Contact Center will not have visibility of your application or interview status. Data Privacy: 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. Register here to get started. By submitting personal information to Siemens Healthineers or its affiliates, service providers and agents, you consent to our collection, use and disclosure of such information for the purposes described in our Privacy Notice here. To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes. Beware of Job Scams: Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers career site. 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