Job Description

We're driving toward the ultimate victory: a world without the fear of cancer.
The Account Service Coordinator (ASC) is the primary contact between Varian Medical Systems (VMS) and a large network, multi-facility customer for service activity planning and performance management. The ASC is responsible for coordination of and reporting on the troubleshooting, repairing, installing, and upgrading of designated VMS equipment according to instructions and company guidelines within the facilities of a customer network. Each ASC operates in a designated field service territory and represents VMS. This requires a high level of professional communication with his/her team, customers, management, sales and other technical support. Applicable to the Oncology Systems business only: Position must have full access to VMS client sites to perform the essential functions of this position. Many VMS clients require VMS employees and representatives to meet certain “Vendor Credentialing” requirements before they will be allowed to have access to their sites. Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access, and must continue to meet those requirements during the course of VMS employment in this position. § Serve as a single point of contact between Varian and the customer § Report to, operate from, and ensure communication with the customer facilities on a daily basis; includes rotation to customer facilities throughout the network § Develop and maintain strong customer relationships through the use of strong written, verbal, and interpersonal communication skills. § Report on service status & metrics across the customer network on a regular basis § Manage time and maintain a schedule to include Planned Maintenance Program (PMP), Periodic Maintenance Inspection (PMI), installations, upgrades, Service Technical Bulletins (STBs) and update action list (e.g. intermittent issue escalations) § Track customer’s key performance metrics and prepare reports for customer administration (including uptime, upgrade, and repair summaries) § Provide status of site (hardware and software) equipment upon request § Review Field Service Reports (FSR), Work Orders (WO), and warranty performance for trends. § Provide service coverage when primary Field Service Representatives are unavailable re: multiple calls or vacations. § Manage spare parts inventory for assigned customers including replenishing spare parts as required. § Monitor customer Service calls/Dispatch escalations demonstrating the ability to assess and prioritize the urgency of customer requests. § Provide timely and effective coordination of all Varian services across customer network of sites with superior organizational and communication skills. § Ensure service call follow-up is completed in a timely manner. § Provide phone support/remote assistance to customers and to Field Service Representatives as required to achieve resolution of service need in a timely manner § Troubleshoot, diagnose and repair all designated VMS equipment at an advanced level and provide assistance to Varian personnel § Escalate issues per established protocol and manage Global Technical Support (GTS)/Product Support Engineering (PSE) on site requests § Responsible for training other on-site Field Service Representatives § Maintain utilization of >40%. § Assist in the development of new servicing techniques and the writing of service documentation. § May be assigned special activities by District Service Manager § Adhere to Varian Administrative & Regulatory Compliance practices including but not limited to: expense management, LMS training, vendor credentialing, consignment, tools & test equipment, documentation of service activity, etc. § Maintain a high degree of professional knowledge and safety consciousness according to VMS guidelines in order to perform activities under the safest working conditions § Provide a set of standard documents and reports, such as Contract Performance Summary, Clinical Availability, and Parts Usage, along with customer requested reports on a quarterly basis Minimum Required Skills and KnowledgeExtensive understanding and wide application of technical documentation, standards, principles, and concepts and techniques in the field. Expert knowledge of and sound professional technical experience with micro-computers/PC based systemsExpert computer usage and debugging skillsExpert ability to identify and repair complex software and delivery system network problems.As a skilled specialist, completes tasks in resourceful and effective ways.Maintain all certification status.Proficient in most advanced modalities of Varian product lines applicable to VMS hardwareDemonstrates excellent customer focus and serviceExpert at diffusing difficult customer situationsStrong oral and written communicationsAdapts communication style and content to varying audiencesCapable of recognizing customer concerns and communicating machine status into clear and understandable languageAbility to anticipate customer’s need/requirements and take actionDemonstrates sound judgment and initiativeMaintains administrative complianceOther Desired Skills and KnowledgeAbility to identify important tasks, prioritize and ensure other local FSRs/team members are focused on key objectives Identifies and secures resources to complete tasks and initiativesRequired Certifications and TrainingObtains and completes LMS training plan specific to assigned responsibility.Clinac and TrueBeam or Level 3 VMS Software certification requiredObtains and completes LMS training plan specific to assigned responsibilitySuccessfully complete the Varian provided Certification and Training plan specific to the assigned responsibility Applicable to the Oncology Systems business only:Meets all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law. These requirements vary by client and may include, but are not limited to:Proof of valid identification (photo, driver’s license, SSN)Criminal background checksDrug screensImmunizations (Hep B, MMR, Varicella, Influenza, Tetanus)Annual TB testingHealthcare trainingsSkill As a skilled specialist, completes tasks in resourceful and effective ways.Apply technical documentation, standards, principles, concepts, and techniques to complete assigned tasksExperience Level with Business ToolsProficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
_We're unleashing the power of technology and human ingenuity to achieve new victories in the fight against cancer. Join us and have a global impact._
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When you join Varian, you’re joining an organization with nearly $3 billion in annual revenue, and more than 6,500 team members across more than 30 countries. You’ll be backed by a culture that is centered on fostering your creative potential, and experience the full support of an organization and leadership committed to inspiring you to do your best work. Bring your talent to a place where your work will help fight cancer. Join Varian’s Oncology Systems team, and the work you do can make a difference by helping to create a world without fear of cancer. We develop and manufacture products and solutions that innovate, support and streamline cancer-fighting solutions worldwide. Our teams have a common drive to help others, and a passion for excellence. Join Varian and add your talent to the fight against cancer.
At Varian, our culture is centered 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. You’re just one click away from the most impactful work you’ll ever do. Apply now and join our mission to help save lives. Someone, somewhere, will be glad you did.

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