Field Service Engineer at Philips

Job Description

In this role, you have the opportunity to support the technical needs of Philips customers, providing maintenance and installation to HealthTech products & services, maximizing customer satisfaction by seeking opportunities to support our customers further and deliver value. This role is technical in nature, with strong customer focus, and works collaboratively with the wider organization to provide exceptional service to our customers. Technical capabilities range from product malfunctions, proactive, predictive, upgrades, Bench Repair and installations, and can be provided at customer location/bench repair facility or remotely or via accessing Philips Remote Service channels. The focus of the role will be on Hospital Patients Monitoring equipment.

Job Responsibilities

1. The Field Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.
2. Executes technical service to the requests, problems, or planned service activities. These can be coordinated, scheduled and with prepared action plans from the Customer care center. Solutions or actions should be carried out in accordance with our regulatory guidelines, processes & procedures.
3. Solutions are provided by using Remote\Onsite diagnostics, troubleshooting techniques, service technical information, or knowledge, executing service work orders and keeping the customer informed of the service status.
4. Focuses on First Time Right ensuring action plans are followed, with parts (if required), and preparation such as diagnosis/troubleshooting information is executed as per action plan before the onsite visit as necessary
5. Seek Lead generation for sales or value-added Service Opportunities, where we can support our customers further to deliver value

Job Overview

1. Provide technical support, troubleshooting & escalation support to Customers, communicates solutions or actions, taking ownership, and acting in accordance with our regulatory guidelines.
2. Takes initiative with technical complex support within defined framework
3. Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system. Capturing complex solutions to allow for knowledge share.
4. Focuses on First Time Right ensuring there is a clear action plan & preparation, with parts (if required), and diagnosis before the onsite visit
5. Actively Involved in Customer escalations, Complaints (safety / non-safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, managing associated action plans to completion
6. Works independently within the Philips Healthtech products trained on.

 Skills and Experience

1. Degree level education or equivalent
2. Experience in maintenance and troubleshooting of technical complex systems – medical equipment experience would be added value
3. Strong problem solving and trouble shooting skills
4. Experience in working in multinational environment or on Philips equipment would be a strong asset
5. Fluent in English, verbal and written in addition to local language