Account Service Coordinator

Siemens Healthineers

4d•Hybrid

About The Position

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. Position Summary We are seeking an experienced Software Services Representative to serve as a National Account Service Coordinator supporting enterprise radiation oncology clients in a managed services environment. This role is responsible for coordinating the delivery, performance, and support of mission-critical oncology systems, including Varian ARIA and Eclipse Treatment Planning System. The ideal candidate understands the clinical and operational importance of ARIA/Eclipse ecosystems and can effectively manage service delivery in environments where uptime, accuracy, and patient safety are non-negotiable.

Requirements

Bachelor’s degree in Healthcare IT, Radiation Oncology, Medical Physics support, or related field (or equivalent experience)
3+ years of experience supporting radiation oncology systems, specifically ARIA and/or Eclipse
Strong understanding of radiation oncology workflows (simulation, planning, treatment delivery, record & verify)
Experience in a managed services, service desk, or enterprise support environment
Knowledge of DICOM, oncology data flows, and system integrations
Familiarity with HIPAA and healthcare regulatory requirements
Excellent communication skills with ability to engage physicists, dosimetrists, therapists, and IT teams
Strong organizational and multitasking abilities across multiple sites/accounts

Nice To Haves

Experience supporting Varian Aria
Exposure to Eclipse treatment planning workflows and dosimetry processes
Familiarity with SQL databases, Windows Server environments, and virtualization (VMware)
ITIL certification or experience with structured service management frameworks
Experience coordinating multi-site or national oncology networks

Responsibilities

Serve as the primary service coordinator and relationship manager for assigned national radiation oncology accounts
Oversee managed services delivery for ARIA and Eclipse environments, including system performance, support, and lifecycle management
Coordinate incident management, service requests, and escalations, ensuring timely resolution aligned with SLAs and clinical urgency
Act as liaison between clients and internal teams, including clinical applications, medical physics support, IT infrastructure, and engineering
Monitor and report on system uptime, performance, and service KPIs across multiple sites
Support and coordinate software upgrades, patches, and version transitions (ARIA/Eclipse releases)
Ensure all activities align with HIPAA, data integrity, and patient safety standards
Participate in or coordinate go-lives, system migrations, and workflow optimization initiatives
Lead regular service reviews (QBRs) with client stakeholders including administrators, physicists, and clinical leadership
Identify and mitigate risks proactively to prevent treatment disruption or data issues
Maintain detailed documentation of environments, configurations, and service activities
Partner with account management and sales to support client retention and expansion opportunities