Field Service Engineer & Regional Tier2

Job Description

Job Title

Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

Key Area of responsibilities:

• The Field Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.
• 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.
• 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.
• Focuses on First Time Right ensuring there is a clear action plan, with parts (if required), and diagnosis before the onsite visit.
• Handles complaints (safety & non-safety related) & escalations to ensure accurate and timely analysis, registration and action.

You are responsible for

• Install Philips Health System (HS) equipment according standards with respect to quality and installation time as set by HS
• Perform planned maintenance and equipment modifications within the scheduled time and to the quality standards set by HS
• Perform corrective maintenance, supported when necessary by tier-2 support helpdesk
• Demonstrate commitments to meet customer needs and requirements by ensuring all given quality standards
• Submit timely and accurate service data, job sheets, reports, expense claims, radiation film badges, field problem reports and other paperwork as assigned
• Be aware of customer needs and potential commercial leads (Philips Lifecycle Solutions – PLS) through customer visits and provide feedback and recommendations to the management, relevant people within the organization
• Support the Customer Service Manager as appropriate with contract renewals etc.
• Use company property with care to ensure optimal results with minimal operational costs
• Keep abreast of new technologies likely to affect HS range of products
• Be a professional representative for HS with respect to customer problems, ensuring personal acceptability by the customer in appearance and behavior in accordance with HS policy and targets
• Responsible for executing service events (maintenance & Installation) in compliance with applicable version of Line of Business (LoB) service manuals and relevant HS quality standard policies
• Responsible for completeness and accuracy of service records with particular attention to test & inspection results
• Responsible for adopting appropriate ESD control while servicing HS equipment
• Responsible for using appropriate electronic measurement equipment in calibration controlled cycle
• Responsible for reporting identified device safety issues according to applicable HS quality standard policy
• Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner

To succeed in this role, you should have the following skills and experience

• Education: High school graduate degree level or equivalent desired (preferably in an engineering, medical or science related qualification)
• Fluent English required in addition to local language.
• Comprehensive PC skills (e.g. experience with Microsoft Windows and Office software applications)
• Competent in IT/Network diagnosis/system connectivity/Remote service preferred.
• Prior experience within an engineering, medical or science related environment preferred

How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way. Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:
We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

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