Key Account Leader - Customer Support

onehealthineers; India; On-site; INR 420,000 - 720,000; Full time

Job summary

Siemens Healthineers in India seeks a Field Service Representative to support Varian Medical Systems equipment, ensuring reliable operation through troubleshooting, installation, upgrades and preventive maintenance across the assigned territory. The role emphasizes strong communication with customers and internal teams, efficient time management, and adherence to company guidelines.

Travel within the territory and occasional remote support may be required.

Responsibilities

• Troubleshoot, diagnose and repair designated Varian Medical Systems equipment within the service territory, including preventive maintenance, installations and upgrades per VMS guidelines.
• Manage time and maintain a schedule for preventive maintenance, installations and upgrades, plus handle customer calls and prioritize urgent requests to completion.
• Understand and recognize when to escalate incidents to more senior representatives as needed.
• Examine complex issues, diagnose and resolve problems to meet FSR performance levels.
• Maintain territory management and expense reporting, including documentation under VMS procedures.
• Develop and maintain strong customer relationships using written, verbal, and interpersonal communication skills.
• Assist in installation/commissioning, maintenance, and evaluation of customers’ equipment and systems (post PM100).
• Determine task priorities and plan accordingly.
• Support customers remotely and onsite and provide 2nd/3rd level user support as issues arise.
• Contribute to ongoing improvement of internal tools, processes, and data repositories.
• Assist in estimation, planning, and review of technical tasks in support of project acquisition and management.

Job description

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.

The Field Service Representative (FSR) is the primary contact for Varian Medical Systems (VMS) customer service and repair needs ensuring that our customers' equipment always operates efficiently. The Hardware FSR is responsible for troubleshooting, repairing, installing, upgrading and performing preventative maintenance on all designated VMS equipment according to instructions and company guidelines. Each FSR operates in a designated field service territory and represents VMS. This requires a high level of professional communication with their team, customers, management, sales and other technical support.

Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks.

• Troubleshoot, diagnose and repair all designated VMS equipment within an assigned service territory, including preventative maintenance, installations and upgrades per VMS guidelines.
• Manage time and maintain a schedule to include preventative maintenance, installations and upgrades as well as incoming customer calls demonstrating the ability to assess and prioritize the urgency of customer requests and follow-through to completion.
• Understand and recognize the need to accelerate incidents when necessary and/or request additional assistance from more tenured representatives.
• Examine difficult customer issues, diagnose and resolve the issues and meet established FSR levels.
• Maintain effective territory management and expense control which includes timely completion and submission of field service and expense reports along with management of consignment and other required documentation under VMS procedures.
• Develop and maintain strong customer relationships using strong written, verbal, and interpersonal communication skills.
• Completes broad scope of technical tasks including installation/commissioning, maintenance and evaluation of customers' equipment and systems among others (after PM100).
• Determines priorities of tasks and actions and schedules measures accordingly.
• Supports customer remotely and onsite and provides 2nd and 3rd level user support in case of arising issues.
• Contributes to or conducts the maintenance and improvement of internal tools, equipment, processes, and data repositories.
• Contributes to or executes activities for estimation, planning, and review of technical tasks in support of overall project acquisition, negotiation, planning and management (partly before PM100).
• Adheres to relevant processes and regulations.
• May manage sub-contractors and monitors delivery.
• May be involved in technical design and developments for service offerings.

Who we are

We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work

When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Healthineers' specific businesses, please visit our company page here .

Data Privacy

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously.

As an equal opportunity employer, we welcome applications from individuals with disabilities.