Software Field Service Engineer

The Software Field Service Engineer (SW FSE) is the primary contact for Varian Medical Systems (VMS) customer service and repair needs ensuring that our customers’ equipment always operates efficiently. The SW FSE is responsible for troubleshooting, repairing, upgrading and performing preventative maintenance on all designated Varian Software appliance according to instructions and company guidelines. Each SW FSR operates in a designated field service territory (but not limited to) and represents VMS, this role will be a home based role, looking after Russia, with some remote actions or travel to other sites expected (KZ, BY, AM, UZ, TM). Please be advised that only Russian National candidates will be given preference for these positions, our ideal candidate should be based in Moscow or Moscow Region. Responsibilities: Troubleshoot, diagnose and repair VMS Software appliance within Russia, Kazakhstan and other countries, including preventative maintenance, follow ups, modifications and upgrades per VMS guidelines. Troubleshoot, diagnose and repair VMS network (TCP/IP) on customer sites within Russia, Kazakhstan and other countries. Troubleshoot, diagnose and repair VMS virtual solutions (CITRIX, VxRail) on customer sites within Russia, Kazakhstan and other countries. Time Management - maintain a schedule of planned work as well as incoming customer calls. Be able to assess urgency of customer or other FSE request and follow-through to completion via phone or remote connection. Understand and recognize the need to escalate incidents when necessary or request additional assistance from more experienced representatives or product support team in EU/US. Maintain effective management which includes timely completion and submission of expense report, field service reports and other required documentation according VMS procedures as well as CRM tasks management. Develop and maintain strong customer relationships through the use of strong written and verbal communication skills. Key Required Skills and Knowledge: 3 or more years of experience with database administration (Sybase, MS SQL) Advanced knowledge of PC/Server hardware and operating system (Windows XP,7,10/ Server 2008,2012,2016) – set-up and administration Fundamental knowledge of system network topologies and network functionality (TCP/IP) Experience with Cybersecurity Capable of performing routine maintenance (planned maintenance/follow ups/modifications/upgrades) Intermediate knowledge in virtualization technology (Citrix, VMWARE,VxRail) Experience with DICOM data transfer Advanced English Limited use and/or application of technical documentation, standards, principles, concepts, and techniques in the field. Other Desired Skills and Knowledge BSC in Engineering is essential. Be able to interpret customer concerns and translate to machine issue. Understand and utilize the escalation process to Sr FSR, Management, PSE, Applications Required Certifications and Training Strong skills inin English , verbal and written, required. Fluency in other languages would be a plus but not mandatory. Software and computer skills are required (DOS, Win7, Win10, Windows Server 2008/2012/2016, iDrack) Experienced user of business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint. Willingness to travel for business as required. Ability to travel with short notice. Contributes to team efficiency through the quality of personal work and by influencing teammate’s output to required standards. Must understand team collaboration and have effective networking skills. Able to work independently within guidelines and policies and adhere to the corporate policies and procedures. Capable of managing their own workload and of excellent communication relationship building at all levels within and outside of the organization. Agile with being pro-active, analytical, results-oriented and able to make decisions within the scope of their role. Be able to actively problem solve and suggest realistic innovations to processes towards creating a better customer experience. At Varian, our culture is centred on fostering the creative potential of every employee through teamwork and collaboration. Our technologies touch millions of lives every day, and this inspires us to do our best work – every day. By using your talent, ambition and creativity, you can build a career that allows you to make a real difference in people’s lives.