Field Service Engineer Philips Health Systems

Delivers first line technical support, maintenance, and installation assistance to customers, effectively communicating solutions or actions, assuming ownership, and consistently adhering to regulatory guidelines throughout the process.

Documents all service activities and findings, including detailed records of diagnostics, resolution and test procedures, and case status, ensuring comprehensive and accurate documentation to maintain transparency and traceability.

Works under general supervision and established processes, utilizing independent judgment to navigate and adhere to operational policies, ensuring compliance and optimal performance.

Records customer interaction time, non-customer interaction time, parts consumption, returns, and failures in real-time, ensuring accurate tracking and documentation of service activities to improve efficiency and accountability.

Ensures a resolution in first visit by meticulously preparing clear action plans, diagnosing issues, and organizing necessary parts prior to onsite visits, striving for optimal service delivery and customer satisfaction by being thoroughly prepared.

Takes an active role in addressing customer escalations, complaints (both safety and non-safety related), and feedback, to resolve issues effectively and maintain customer trust.

Provides technical expertise to the team, guiding them in addressing complex inquiries and problems, and supports in identifying the most cost-effective repair/solution to minimize customer downtime and enhance service quality.

Executes complex service tasks in the field following established procedures, utilizing diagnostic tools, and troubleshooting techniques to efficiently resolve customer concerns and ensure smooth operation and reliability of products.

Supports lead generation efforts by identifying potential sales opportunities or value-added services during field repair visits, enhancing overall customer support and contributing to the growth of the business through proactive engagement.

Demonstrates excellent understanding of all assigned products and services, identifying opportunities for continuous improvement within the delivery services to ensure the highest standards of service are maintained.

Preferred Skills:
Troubleshooting
Escalation Management
Documentation & Reporting
Continuous Improvement
Product Installation
Product Repair & Maintenance
IT Networking
Regulatory Requirements
Engineering Fundamentals
Remote Support Tools & Techniques.