Remote Service Engineer - Image Guided Therapy

at  Philips

Job Title
Remote Service Engineer - Image Guided Therapy
Job Description
Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.
Your opportunity
We have an opportunity for a Remote Service Engineer to join our team specialising in Image Guided Therapy x-ray technology (IGT), reporting to the Service Delivery Team Leader. This position is focused on delivering advanced technical service support to our customers, creating experience without equal every day.
As a Remote Service Engineer, you will thrive in engaging in interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right and End-to-End approach.
You will work collaboratively with Technical Support, Technology, Service and Commercial teams to remove barriers and facilitate an exceptional and consistent experience to our customers.

Your key responsibilities will be:

• Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our IGT systems and devices
• Create cases for customer calls, verifying contract entitlements
• Proactively monitor systems to achieve zero downtime
• Where a remote diagnosis is not possible, booking a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix
• Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery
• Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job
• Escalate technical issues when required as well as support field engineers with technical knowledge whilst performing handover
• Identify opportunities whereby we can improve customer experience
• Demonstrate agility to support cross-functionally across teams as required to ensure customers receive a consistent positive customer experience

You will bring:

• Relevant degree in Biomedical and/or engineering with previous experience within medical devices highly regarded.
• Previous experience in maintenance and troubleshooting of technically complex systems in diagnostic/interventional x-ray with prior field experience is required.
• Integrity and commitment to customer service with strong communication skills to deliver the best experience possible
• Savvy IT skills and experience with Microsoft products
• Proactive ownership of problems through to completion (end-to-end ownership of cases)
• Ability to work under pressure and with attention to detail
• Understanding of the importance of service record quality

About Philips:
We are a health technology company. We built our entire company around the belief that every human matters, and we won’t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status.
We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply.
Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.

• Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our IGT systems and devices
• Create cases for customer calls, verifying contract entitlements
• Proactively monitor systems to achieve zero downtime
• Where a remote diagnosis is not possible, booking a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix
• Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery
• Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job
• Escalate technical issues when required as well as support field engineers with technical knowledge whilst performing handover
• Identify opportunities whereby we can improve customer experience
• Demonstrate agility to support cross-functionally across teams as required to ensure customers receive a consistent positive customer experienc