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Tech Support Software Rep

Company: Varian Medical Systems, Inc.
Location: Harrisburg
Posted on: August 18, 2019

Job Description:

Job Description
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 position.

Job Requirements
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 variations.
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 preferred.
Analytical and interpretive skills, including the ability to make recommendations to improve the business and interface processes.
Self-motivated with strong organizational, planning, and communication skills.
Demonstrates the ability to work independently and as a member of a team.
Must be comfortable with managing timelines and working successfully against deadlines.
Willing to work standard and non-standard hours as required to support customers.
Should feel comfortable completing a skills assessment demonstrating Cloverleaf interface abilities and HL7 knowledge.

About Varian
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 did..

EEO Policy

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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