Remote Service Engineer

at  Philips

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.

IN THIS ROLE, YOU HAVE THE OPPORTUNITY TO MAKE LIFE BETTER

The purpose of the Remote Service Engineer job family is to receive, understand, route and handle customer technical requests such as product or service malfunctions. These requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution. This family is technical in nature and works collaboratively with the wider organization to provide exceptional service to our customers. Services are not limited to product malfunctions but can also include proactive, predictive, upgrades and installations related support, which can be provided verbally, electronically, or remotely or via accessing Philips Remote Service channels.

YOU ARE RESPONSIBLE FOR

• Low to medium complexity role (1-2 low complexity modality or 1 moderately complex modality)
• Provides advanced first line Remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines.
• Receives & registers requests or problems coming in from all media channels.
• Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system.
• Taking ownership of the customer’s case in an ambassador role, ensuring where required the correct knowledge & diagnostics are captured to allow for First Time Right when the Field engineer attends site.
• Acts as Escalation Initiator on Customer service escalations, and provides a clear escalation description of steps taken for resolution/troubleshooting during normal service delivery process steps.
• Acts on Complaints (safety / non safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, to allow for timely follow up

TO SUCCEED IN THIS ROLE, YOU’LL NEED A CUSTOMER-FIRST ATTITUDE AND THE FOLLOWING

• incident resolution and Ticket management
• Experience with HIS and PACS
• Technical Skills on OS (windows Server 2008-2019)
• Basic networking understanding (VLAN, Load Balancer, Switches)