Key Account Leader - Customer Support

461s Siemens Healthcare Private Limited; India; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Siemens Healthineers in India is seeking a Field Service Representative to troubleshoot, repair, install, upgrade and perform preventative maintenance on Varian Medical Systems equipment across a designated territory. The role emphasizes strong communication with customers, management, and teams to schedule preventive maintenance and manage installations.

You will diagnose complex issues, provide remote and onsite support, and ensure compliance with company guidelines while building lasting

Responsibilities

• Troubleshoot, diagnose and repair designated VMS equipment within an assigned service territory.
• Manage time and schedule preventive maintenance, installations and upgrades.
• Elevate incidents when necessary and request assistance as needed.
• Diagnose difficult issues and meet FSR performance levels.
• Maintain territory management and complete field service reports and documentation.
• Develop and maintain strong customer relationships with clear communication.
• Install/commission, maintain and evaluate equipment and systems (after PM100).
• Set task priorities and schedule measures accordingly.
• Support customers remotely and onsite; provide Level 2/3 user support.
• Contribute to internal tools, processes and data repositories.
• Assist in planning and management of technical tasks for projects.
• Adhere to relevant processes and regulations.
• May manage sub-contractors and monitor delivery.
• May contribute to technical design and service offerings.

Skills

Strong communication skills

Troubleshooting

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 elevate 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 according 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.

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

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

We are a team of 72,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world.

As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing.

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.