Field Service Technician - HW - San Juan - Puerto Rico

Siemens Healthineers

1d•$46,520 - $63,965

About The Position

The Field Service Representative (FSR) is the primary contact for Varian Medical Systems (VMS) customer service and repair needs, helping ensure customer equipment operates efficiently. The Hardware FSR troubleshoots, repairs, installs, upgrades, and performs preventive maintenance on designated VMS equipment according to instructions and company guidelines. Each FSR works in an assigned field service territory and represents VMS, communicating professionally with customers, teammates, management, sales, and technical support. The role involves managing service schedules and incoming customer calls, prioritizing requests, resolving equipment and customer issues, escalating incidents when needed, and maintaining territory, expense, and service documentation. The position requires technical knowledge of electronic and electromechanical equipment, computer-based systems, imaging systems, and vacuum systems. The employee must meet vendor credentialing requirements needed for access to client sites. The position is based in the San Juan, Puerto Rico area. The base pay range is $46,520–$63,965; starting pay may depend on geography, skills, education, experience, and other qualifications. The company lists medical, dental, and vision insurance; a 401(k) retirement plan; life and disability insurance; paid parking or public transportation; paid time off; and paid sick and safe time, subject to eligibility requirements.

Requirements

High school degree or equivalent.
Two to five years of related experience.
Frequent use and application of technical documentation, standards, principles, concepts, and techniques in the field.
Ability to use acquired job skills and company policies to complete assigned tasks.
Sound knowledge and professional experience with electronic and electromechanical engineering, including testing equipment used for verification, checkout, and calibration of electronic equipment.
Sound knowledge and professional technical experience with microcomputers and PC-based systems.
Computer usage and debugging skills, including the ability to identify and repair routine software and delivery-system network problems.
Ability to identify and resolve simple imaging-system defects.
Ability to perform routine maintenance, including major STBs.
Ability to diagnose and solve moderately complex mechanical problems, including simple vacuum leaks.
Ability to perform vacuum-system gun and target replacements and achieve C3 product certification status.
Meet and maintain applicable vendor credentialing requirements for client-site access, which may include identification verification, background checks, drug screens, immunizations, annual TB testing, and healthcare training.
Ability to handle difficult customer situations, including troubleshooting while the customer observes.
Completion of required VMS training classes for C3 products and VMS HW Level II and Imaging Level II certification testing.
Familiarity with business tools such as email, Microsoft Word, Excel, and PowerPoint.

Nice To Haves

Associate degree, technical or vocational training, or military experience with electronics.
Experience with HCM (such as Workday), an equivalent ERP product, or productivity software.

Responsibilities

Troubleshoot, diagnose, and repair designated VMS equipment within an assigned service territory.
Perform preventive maintenance, installations, and upgrades according to VMS guidelines.
Manage time and service schedules, including preventive maintenance, installations, upgrades, and incoming customer calls; assess the urgency of requests and follow them through to completion.
Recognize when incidents need escalation or when assistance from more tenured representatives is required.
Examine difficult customer issues, diagnose and resolve them, and meet established FSR levels.
Manage the territory and expenses, including submitting field service and expense reports on time and managing consignment and other required documentation according to VMS procedures.
Develop and maintain strong customer relationships through effective written, verbal, and interpersonal communication.
Provide primary support for machine accounts for which certification has been completed.
Use the escalation process to involve senior FSRs, management, NTS, PSE, or Applications as appropriate.