Remote Service Engineer – IGT & DXR

Job Title

Remote Service Engineer – IGT & DXR

Job Description

Remote Service Engineer – Image Guided Therapy (IGT) and raios-x (DXR)

In this role you’ll be responsible for receiving, understanding, routing and handling customer technical requests such as product or service malfunctions. 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.

Your role:

• Double hat as Connectivity Expert and proactive case filter. Focus modalities: Image Guided Therapy (IGT) and raios-x (DXR).
• Provides advanced first line remote technical support to customers as required, communicates solutions or actions, acts in accordance with company’s regulatory guidelines.
• Accurately documents service records, inclusive of diagnostics, resolution & test procedures, as well as case status within the management system.
• Takes ownership of cases acating as customer’s ambassador, ensuring where required the correct knowledge & diagnostics are captured to allow for 1st 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.

You’re the right fit if:

• You have a graduate degree level or equivalent, preferably in an engineering, medical or science related qualification. Certified Engineer/network engineer certification desirable
• You’ve acquired 3+ years of related experience within an engineering, medical or science related activities.
• Your skills include intellectual curiosity, great communication skills and customer focus. KPI management is also key for the role. Advamced English is required in addition to local language (Spanish).
• Excellent PC skills e.g. Experience with Microsoft Windows and Office Software applications. Competent in IT/Network diagnosis/system connectivity/Remote service essential.

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 an office role.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to one of the following locations: Panama City, Bogotá (COL), Buenos Aires (ARG) or Santigo (CHI).

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 improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our commitment to diversity and inclusion.

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