Product Support Specialist – Oncology Software & IT Solutions

Responsibilities includebut are not limited to:

• Escalated technical support to internal and external customers that include Clinical & Technical Helpdesk Representatives, Field Service Engineers, Installation Engineers, Customer IT personnel, and Clinicians, following the Incident Management process. This may include defusing volatile situations in an effort to restore customer confidence and satisfaction. A high degree of professionalism and good communications skills are required in this role.
• Diagnosis, troubleshooting, and repair of complex software and hardware systems that are used in a diverse array of Oncology healthcare environments, where standard procedures have failed to isolate and fix the problem.
• Collection of technical data and information relevant to the service / installation process in order to identify and document improvements in the serviceability of software & hardware products.
• Acting as technical liaison for installation & field service teams, with engineering and manufacturing; reports design, reliability, & maintenance problems in software products to engineering teams for purposes of regulatory compliance and mitigation in future versions, in support of continuous improvement process.
• Subject Matter Expertise on assigned product line(s) and general IT concepts and technologies.
• Documentation of all support activities in Varian’s Customer Relationship Management (CRM) System.

Desired Qualifications

• Graduate of Technical Institute / University in Information Technology or related field or equivalent education.
• Bachelor or Master in Computer Science / Information Technology / Management Information Systems is preferred.
• Minimum 6 years in the field of Information Technology.
• Preferred/favorable industry certifications and experience include but are not limited to vendors such as: Microsoft, VMWare, Citrix, Dell-EMC, Palo Alto Networks, and Cisco.

Knowledge / Skills

• In-depth experience with Varian Software products such as ARIA/Eclipse
• In-depth experience with Windows Client-Server Architecture.
• In-depth experience of Microsoft technologies, including but not limited to: Windows Operating Systems (Emphasis on Windows 7 /10, Windows Server 2012/2016), Active Directory, MSSQL Server, Azure.
• In-depth experience with the Microsoft database platform MSSQL server, hands-on experience with TSQL, SQL queries and stored procedures.
• In-depth knowledge of TCP/IP Networking and underlying technologies.
• In-depth understanding of hardware/application virtualization technology
• Good understanding of software as a service (SaaS) / Infrastructure as a Service (IaaS) implemented in a Cloud Computing Platform.
• Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
• Familiarity with Agile Software development practices.
• Familiarity with ITIL Framework concepts.
• Embody a "Whatever it takes" attitude toward Customer Satisfaction and Delight.
• Ability to communicate at a high technical level with internal Varian and external customer stakeholders on conference calls as well as in person at customer sites and Varian offices.
• Strong skills in System performance troubleshooting.
• Experience in customer support / incident management / troubleshooting in a Healthcare IT context.
• Fluency in English, written and verbal and an additional European language is an asset. Superior written, oral, and presentation skills with fluency in English.
• Estimated up to 25% Travel.

Varian is required to comply with all local and applicable regulations that may be associated with vaccine requirements for certain roles.