Tech Support Software Rep
Company: Varian Medical Systems, Inc.
Posted on: August 18, 2019
As a member of the Software Interface Technical Support team you
will provide remote interoperability support to our customers by
utilizing remote service applications. Key responsibilities include
assisting customers with front line technical questions,
diagnosing, troubleshooting, repairing, and debugging Varian s two
complex proprietary interface engines ARIA Connect (powered by
Cloverleaf) and IEM (Interface Exchange Manager). Successful
applicant must have the personality and temperament to work under
pressure while remaining composed and focused. Position requires
agile coordination and cooperation between a large team that
includes but not limited to customer clinical staff, customer IT,
project managers, other Varian support teams, dispatch,
installations, and 3rd party vendors to provide successful problem
resolution and customer delight. Responds to customer product
inquiries via telephone, in written internet-based email, or chat
sessions. Documents workarounds, solutions, and best practices in
the Knowledge Base, which is shared by all global interoperability
resources. Uses the proper escalation procedures for reporting
unresolved problems to next support tier and follows through to
completion of the escalated task in accordance with established
company policy. Maintains detailed electronic records of service
interactions, including the technical problems encountered and
corrective actions employed to correct the problem. Processes all
required service documentation and electronic reports in a timely
manner. Position must have full access to Varian client sites to
perform the essential functions of this position. Many Varian
clients require Varian employees and representatives to meet
certain Vendor Credentialing requirements before they will be
allowed to have access to their sites. Unless prohibited by law,
position must meet all Vendor Credentialing requirements necessary
to have full client access and must continue to meet those
requirements during the course of Varian employment in this
Bachelor s degree or equivalent work experience preferred.
Expert knowledge and understanding of the HL7 2.3 and 2.5.1
standard, the variations that can differ between vendors and
clients, and what constitutes allowable and invalid site-specific
Understanding of additional standard messaging structures as well
as communication protocols.
Knowledge and understanding of the types of data and workflows used
in the healthcare industry.
Knowledge and experience with other data interchange formats such
as XML, XDR, CCDA and FHIR (knowledge of other business-to-business
formats will be considered).
Cloverleaf experience is highly preferred.
Experience writing TCL fragments and procedures is desired.
Understanding of general software systems, operating systems, and
platforms including Microsoft, Linux, VMware, Citrix.
Knowledge and general understanding of relational database concepts
and organization with emphasis on a strong SQL background is
Analytical and interpretive skills, including the ability to make
recommendations to improve the business and interface
Self-motivated with strong organizational, planning, and
Demonstrates the ability to work independently and as a member of a
Must be comfortable with managing timelines and working
successfully against deadlines.
Willing to work standard and non-standard hours as required to
Should feel comfortable completing a skills assessment
demonstrating Cloverleaf interface abilities and HL7 knowledge.
When you join Varian, you re joining an organization with nearly $3
billion in annual revenue, and more than 6,500 team members across
more than 30 countries. You ll be backed by a culture that is
centered on fostering your creative potential, and experience the
full support of an organization and leadership committed to
inspiring you to do your best work. Bring your talent to a place
where your work will help fight cancer. Join Varian s Oncology
Systems team, and the work you do can make a difference by helping
to create a world without fear of cancer. We develop and
manufacture products and solutions that innovate, support and
streamline cancer-fighting solutions worldwide. Our teams have a
common drive to help others, and a passion for excellence. Join
Varian and add your talent to the fight against cancer.
Become part of our team
At Varian, our culture is centered on fostering the creative
potential of every employee through teamwork and collaboration. Our
technologies touch millions of lives every day, and this inspires
us to do our best work every day. By using your talent, ambition
and creativity, you can build a career that allows you to make a
real difference in people s lives. You re just one click away from
the most impactful work you ll ever do. Apply now and join our
mission to help save lives. Someone, somewhere, will be glad you
All qualified applicants will receive consideration for employment
without regard to race, sex, color, religion, national origin,
protected veteran status, or on the basis of disability.
Keywords: Varian Medical Systems, Inc., Lower Merion , Tech Support Software Rep, IT / Software / Systems , Harrisburg, Pennsylvania
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