Account Service Coord I

Varian Medical Systems, Inc. Philadelphia , PA 19107

Posted 2 months ago

Job Description:

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. 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.

Job Requirements

Minimum Required Skills and Knowledge

  • Extensive 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 systems

  • Expert computer usage and debugging skills

  • Expert 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 hardware

  • Demonstrates excellent customer focus and service

  • Expert at diffusing difficult customer situations

  • Strong oral and written communications

  • Adapts communication style and content to varying audiences

  • Capable of recognizing customer concerns and communicating machine status into clear and understandable language

  • Ability to anticipate customer's need/requirements and take action

  • Demonstrates sound judgment and initiative

  • Maintains administrative compliance

Other Desired Skills and Knowledge

  • Ability 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 initiatives

Required Certifications and Training

  • Obtains and completes LMS training plan specific to assigned responsibility.

  • Clinac and TrueBeam or Level 3 VMS Software certification required

  • Obtains and completes LMS training plan specific to assigned responsibility

  • Successfully complete the Varian provided Certification and Training plan specific to the assigned responsibility

  • 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 training

Skill

  • As a skilled specialist, completes tasks in resourceful and effective ways.

  • Apply technical documentation, standards, principles, concepts, and techniques to complete assigned tasks

Experience Level with Business Tools

  • Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
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Account Service Coord I

Varian Medical Systems, Inc.