Remote Service Engineer

Job Title

Remote Service Engineer

Job Description

Job summary:

Remote Service Engineer is to receive, understand, route and handle customer technical requests such as product or service malfunctions and being proactive, predictive, upgrades and installations, and can be provided verbally, electronically or remotely or via accessing Philips Remote Service channels.

Your role:

• The Remote Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.
• Receives, registers, and provides technical service to the requests or problems coming in from all media channels and communicates solutions or actions, acting in accordance with our regulatory guidelines.
• Solutions are provided by using Remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping the customer informed of the service status.
• Focuses on Remote Resolution, where this is not possible provides a clear action plan, with parts (if required), and diagnosis before dispatch.
• Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration and action.
• Provides advanced first line remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines.
• 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.
• Provides centralized added value services to multiple markets, like proactive monitoring and alert handling from proactive monitoring tools
• Provides non-customer intimacy related support to multiple markets, like security patches installation and upgrades support.

You’re the right fit if:

• Minimum 3+ years of experience in CT (preferred) and preferably in a field service environment.
• Your skills include experience with Philips equipments, knowledge of computers and networking.
• Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.
• You have a four-year degree in Computer Science, Information Technology, or a related field (preferred).
• You’re an excellent communicator and problem solver with a customer-centric mindset, capable of working independently while collaborating effectively within a team.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a remote based role.

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.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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