Product Support Specialist *REMOTE US/Canada*

Company: Varian
Location: Los Angeles
Posted on: January 16, 2022

Job Description:

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 systems.
  
  Knowledge in Cloud systems implemented in Microsoft Azure Platform, Kubernetes, SaaS, DevOps and Agile processes is an advantage.
  
  Role Responsibilities
  
  • 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 field.
  • 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 support.
    Other Duties
    
    • Documenting all support activities into the CRM system to reporting design, reliability and maintenance problems or bugs to engineering teams.
    • 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 needed.
      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 procedures.
      • In-depth knowledge on ARIA/Eclipse system and other Varian Software products.
      • 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.
        
        #TogetherWeFight
        
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Keywords: Varian, Los Angeles , Product Support Specialist *REMOTE US/Canada*, Other , Los Angeles, California