Technical Support Software Representative - Remote Eligible

Software Technical Support Specialist

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.

Performs technical, mainly pre-defined tasks for accomplishing defined service delivery work for customer equipment.

As a member of the Software Technical Support team, you will provide high level remote support to external customers utilizing our products. Responsibilities include:

• Assisting external customers with front line technical questions on diagnosing, troubleshooting, repairing, and debugging complex computer systems, software, or networked and/or wireless systems. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
• Resolves customer concerns raised during installation, operation, and maintenance of product application or compatibility matters.
• Utilizes remote service applications to troubleshoot the most complex systems level software problems relating to Varian's product suite and recommends corrective action.
• Analyzes and corrects moderately complex networking problems relating to bandwidth, administration, and configuration.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Assist respective product engineering groups with proposed design changes and/or test design modifications.
• Investigate safety problems, incidents, and customer complaints; report them to the appropriate authority or department for proper handling.
• Uses the proper escalation procedures, updates status, and follows through to completion of the escalated task in accordance with established company policy.
• Applies customer management skills, technical expertise, and available resources to meet or exceed customer needs and expectations as measured through the Net Promoter Score. Maintains detailed electronic records of service interactions, including the technical problems encountered and parts employed to correct the problem.
• Processes all required service documentation and electronic reports in a timely manner.
• Participates in the development of new servicing techniques and the maintenance/creation of service documentation. Trains other field personnel.

Minimum Required Skills and Knowledge:

• Sound knowledge and professional experience of Relational Database Systems, Network Operations, Operating Systems, Server and Desktop Hardware, and Hardware and Application Virtualization.
• Citrix experience
• Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint. Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.
• As a skilled specialist, completes tasks in resourceful and effective ways.
• Works on assignments requiring considerable judgment and initiative.
• Understands implications or work and makes recommendations for solutions.
• Determines methods and procedures reviewed by others on new assignments.
• May be a formal or informal team leader.
• Typical Education and Experience: Minimum: HS Degree Preferred: Bachelor degree and 3+ years of experience

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 checks Drug screens Immunizations (Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare trainings

The base pay range for this position is:

$65,220 - $89,683

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law: Applicants and employees are protected under Federal law from discrimination. To learn more, click here.

Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.

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Export Control: "A successful candidate must be able to work with controlled technology in accordance with US export control law." "It is Siemens Healthineers' policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations."

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