Troubleshooting, diagnosing, and repairing VMS systems within an assigned service territory ā¢ Installing, modifying, and completing necessary upgrades to software systems per VMS guidelines ā¢ Traveling to customer sites as necessary to troubleshoot and resolve issues or attend upgrades for on-site support ā¢ Troubleshooting customer-reported issues, and documenting troubleshooting steps and resolutions in CRM ā¢ Completing software-related preventative maintenance processes on time per VMS guidelines ā¢ Being able to assess the urgency of the customers request and follow through to completion ā¢ Examining difficult customer issues, diagnosing, and resolving the issues to meet established customer service levels ā¢ Understanding and recognizing the need to escalate incidents when necessary or request additional assistance from more tenured representatives ā¢ Utilizing appropriate internal assistance request processes and escalations ā¢ Developing and maintaining strong customer relationships through excellent service with strong written and verbal communication skills ā¢ Conducting customer follow-up as needed and ensure customer inquiries and issues are resolved in a timely manner ā¢ Continuing fluency in known product lines and proactively learning new product information with the goal of becoming fluent in speaking all Varian product language ā¢ Being able to manage multiple and competing priorities. ā¢ HS Degree or Equivalent Preferred: Associate degree, technical/vocational training or military experience and 4 - 8 years of related experience ā¢ Knowledge of Windows Server operating systems, familiarity with desktop computer and server hardware components, networking concepts, database admin experience ā¢ Exercise sound judgment and problem-solving skills ā¢ Take responsibility and work independently, as well as coordinate team efforts ā¢ Demonstrate patience, tact, and courtesy with a variety of customers and personalities ā¢ Able to handle difficult customer situations including troubleshooting in the presence of customers ā¢ Ability to communicate effectively with customers of varying levels of technical knowledge ā¢ Understanding and familiarity with service, installation, and customer-facing documentation ā¢ Microsoft Office Suite including Excel, Word, and PowerPoint ā¢ Must be able to successfully meet and maintain all required vendor credentialing, criminal background checks, and drug screens unless prohibited by law.