HW Field Service Engineer

Hardware Field Support

• The Field Service Engineer HW (FSE Hardware) is the primary contact for Varian Medical Systems (VMS) customer service and repair needs ensuring that our customers’ equipment always operates efficiently. The FSE is responsible for troubleshooting, repairing, installing, upgrading and performing preventative maintenance on all designated VMS equipment according to instructions and company guidelines, each FSE operates in a designated field service territory and represents VMS, this role will be based in the Nairobi are, with some travel to other distributor-based countries handled by Varian's Field Service Team in Africa.
• We are looking for the job holder to be based in and around Nairobi, Kenya.

Key Requirements

• 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 escalate 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.
• An overall understanding of customer care and experience management essential

Minimum Required Skills and Knowledge

• Medical Device experience is preferable
• Electrical and/or Mechanical Engineering, test equipment used for verification/checkout and calibration of electronic equipment.
• Limited use and/or application of technical documentation, standards, principles, concepts, and techniques in the field.
• Basic computer usage and debugging skills
• Fundamental knowledge of delivery system networks and networking techniques.
• Basic understanding of imaging systems
• Capable of performing routine maintenance such as follow ups, PMIs and minor STBs
• Basic accelerator theory knowledge.

Other Desired Skills and Knowledge

• BSC in Engineering is essential
• Be able to interpret customer concerns and translate to machine issue.
• Understand and utilize the escalation process to Senior FSE, Management, NTS, PSE, Applications Required Certifications and Training
• Excellent fluency in English, verbal and written, required, Fluency in other languages would be a plus but not mandatory.
• Software and computer skills are required
• Familiar with business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
• Willingness to travel for business as required
• Contributes to team efficiency through the quality of personal work and by influencing teammate output to required standards.
• Must understand team collaboration and have effective networking skills.
• Able to work independently within guidelines and policies and adhere to the corporate policies and procedures.
• Capable of managing their own workload and of excellent communication relationship building at all levels within and outside of the organization.
• Agile with being pro-active, analytical, results-oriented and able to make decisions within the scope of their role.
• Be able to actively problem solve and suggest realistic innovations to processes towards creating a better customer experience
• valid passport – no known issue in getting visa for the USA or Schengen area