Product Support Specialist *REMOTE US/Canada*
Location: Los Angeles
Posted on: January 16, 2022
Together, we can beat cancer.
At Varian, a Siemens Healthineers Company, we bring together the
worlds 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. If you want to be part
of this important mission, we want to hear from you.
- This position is remote US/Canada**
As part of the SDS (Service Delivery & Support) team, you will be
providing remote and on-site 2nd level technical support to Field
Service, Installation, and Technical Helpdesk Specialists, who are
engaged in the diagnosis and repair of complex software & hardware
systems used in healthcare environments.
We are looking for an experienced Support specialist knowledgeable
in Cloud technology, Virtualization technology (Hyperconverged,
Virtualization, Citrix) and ARIA/Eclipse to provide 2nd level
support for ETHOS, Managed Service and any other ARIA/Eclipse
Knowledge in Cloud systems implemented in Microsoft Azure Platform,
Kubernetes, SaaS, DevOps and Agile processes is an advantage.
- Provide 2nd level technical support for Varian Software and
Cloud products, to technical support teams who are diagnosing,
troubleshooting, repairing and debugging complex, software or
network problems where standard procedures failed to isolate and
fix the problem.
- Collect and review technical information for the assigned
product line(s) from technical support teams, to identify
improvements in the service process (i.e. Amend / develop existing
/ new repair procedures) or to create documentation for the
- Act as an expert in critical situations, to defuse customer
situations and in cases where a customer escalation was raised, by
performing and acting in the highest professional manner to
re-establish highest customer satisfaction. This requires a high
level of professional communication with teams, customers,
management, engineering, manufacturing, and other technical
- Documenting all support activities into the CRM system to
reporting design, reliability and maintenance problems or bugs to
- Providing installation and service support, training content
during new products roll out and responsible for ensuring feedback
is delivered and incorporated into subsequent release.
- Providing technical liaison support for field installations,
warranty, and contract services to manufacturing and engineering
continuous product and process improvement teams.
- Understanding and utilizing internal escalation processes.
Reporting activities in administrative systems to ensure accurate
company statistical data on customer-oriented activities.
- Participating in customer installation and training as
Skills & Experience Required
- Graduated of a technical institute or university in information
technology (IT) or related fields or equivalent education,
preferred bachelor's degree.
- Experienced in Customer Support and troubleshooting SW problems
in Cloud Systems and in Virtualized Environments.
- Extensive experience with Microsoft database platform MSSQL
server, experience with TSQL, SQL queries and stored
- In-depth knowledge on ARIA/Eclipse system and other Varian
- Knowledge of Microsoft Azure Cloud Systems and Software as a
Service (SaaS), and virtualization technology.
To ensure compliance with applicable legal requirements in the
U.S., including the federal COVID-19 vaccination mandate, all U.S.
employees must be fully vaccinated for COVID-19, subject to legally
required and approved accommodations .
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.
Thats 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.
Keywords: Varian, Los Angeles , Product Support Specialist *REMOTE US/Canada*, Other , Los Angeles, California
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