Field Service Manager

Field Service Manager (onsite) page is loaded

Together, we can beat cancer.

At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

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.

If you want to be part of this important mission, we want to hear from you.

Join our dynamic team in Saudi Arabia. The role is within the Proton Solutions business of Varian (medical devices sector) with an internal job title of Site General Manager and the responsibility of managing a team. As a Field Service Manager (onsite), you will be managing a team of five to eight service engineers, leading, and coordinating technical and administrative support activities, ensuring top quality service delivery, customer satisfaction, and financial success.

Job Description

• Directs the coordination of technical and administrative support activities including system installation, commissioning, corrective and preventative maintenance, and engineering change upgrades to provide the highest level of service, maximize customer satisfaction and achieve financial objectives.
• Performs all required management responsibilities including but not limited to implementing the company's policies, programs, and guidelines; ensuring employee productivity, growth, and training; managing resources; knowing Varian's business; and maintaining functional, technical, and external market awareness necessary for managing immediate organization.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer.
• Responsible for meeting and adhering to all contractual obligations. Ensures that all deliverables are met and will coordinate with all parties to fulfill requirements.
• Establishes contact and communication with customers on all aspects of the PT equipment on site.
• Establishes defined contacts within Varian to address customer concerns with non-PT equipment.
• Follows both company and local safety policies.
• Participates in the resolution of customer concerns and defining and developing a customer strategy.
• Manages and/or ensures the site(s) shift schedule to fulfill the contractual obligations and coordinates required resources for system down events, major planned maintenance, and modifications.
• Expected to coordinate with site technical leads to ensure staffing requirements.
• Responsible for ensuring the site team shift schedule is maintained 3 months in advance.
• Ensures that the Site Team establishes and maintains communications with the GFO (Global Field Operations) and regional teams.
• Ensures proper methods of team communication are established and takes immediate corrective actions to address deficiencies. Such communication includes, but not limited to, shift assignments, ancillary support roles and shift to shift status reports.
• Coaches team on the quality of documentation and reports that are provided according to the processes in place.
• Manages project budgets for the timeline of the system installation and ensures that project revenue objectives are achieved within agreed budgets and with maximum cost effectiveness.
• Manages an established service and/or project budget, monitors financial performance and ensures service revenue and/or project objectives are achieved within agreed budgets.
• Ensures that the senior management and/or partner manager is up to date on the system and customer status for continuous management support.
• Coordinates with both direct and 3rd party contractors, business partners and suppliers to meet quality objectives, project timelines and system uptime commitments.
• Manages customer relations in cooperation with other internal departments in all installation, commissioning, service and maintenance matters (installation, commissioning and service requests, contractual services, emergencies), to ensure the system will be clinically available within the contractual agreed timeframe and ensure that customers can operate their VPS equipment according to technical and safety guidelines with the highest level of satisfaction.
• Manages the regular reporting of all service information (records of service visits, technical problems, actions taken, parts employed), to ensure accurate updated customer maintenance information is available to all VPS parties.
• Ensures Device History Records, Quality Records and all other documentation are maintained as per company global and regional requirements.
• Directs the analysis of system data and the ordering of stock and spare parts, to ensure all materials are available for scheduled and emergency service and maintenance activities within the agreed budgets.

Typical Education and Experience

• Bachelor's Degree in Biomedical, Electrical, Mechanical Engineering, or a related field
• One year of management experience or supervisory equivalent.
• Demonstrated soft skills such as interpersonal communication, listening, time management, problem-solving, leadership and empathy.
• Strong in building and maintaining successful and effective working relationships with direct reports, management peers and other colleagues.
• Ability, competence, and confidence to lead diverse teams and build strong teams to create a
• collaborative and customer focused environment.
• Proficient in utilizing business tools such as Microsoft Office Applications.
• Fluency in English, both written and spoken.
• Skillset in the local language, depending on the customer's requirements.
• Sound communication skills, ability to speak and present publicly.
• Comprehensive understanding of process, technical design, and quality objectives

Other Desired Skills and Knowledge:

• Experience with HCM (e.g., Workday), CRM (Salesforce) and ERP (SAP) product and productivity
• software.
• Project management experience.
• Strong can do and solution orientated focus.
• Knowledge and experience of medical device field service operations.

Special Job Requirements:

• Willingness to work flexible hours including beyond standard work week hours.
• Expected to work onsite and occasionally coordinate system downtime events from offsite.
• locations.
• Occupational exposure to radiation and other occupational hazards pertaining to the installation.
• and maintenance of the Proton Therapy System.
• Ability to access and work within confined spaces and heights.
• Standing, sitting, or stooping for extended periods of time.
• Expect to travel internationally up to 30% or greater.

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

Fighting cancer calls for big ideas.

We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.

#TogetherWeFight

Privacy Statement

Imagine a world without fear of cancer. We do, every day. Varian Medical Systems is the world's leading manufacturer of medical devices and software for treating and managing cancer. For more than 70 years, we have developed, built, and delivered innovative cancer care technologies and solutions for our clinical partners around the globe to help them treat millions of patients each year.

Taking an Intelligent Cancer Care approach, we are harnessing advanced technologies like artificial intelligence, machine learning, and data analytics to advance cancer treatment and expand access to care to help patients become survivors.

When you join Varian, you become part of a global network of innovative and inspired minds working together across the globe. We keep the patient and our clinical partners at the center of our thinking as we power new victories in cancer care. Because for cancer patients everywhere, their fight is our fight.