Modality Leader-IGT
Job Summary:
The Field Service Engineer is responsible for addressing the technical needs of organization’s customers, providing maintenance to products and services, working under general supervision. The role demonstrates technical proficiency across a wide range of capabilities, encompassing product malfunction diagnosis, proactive and predictive maintenance, upgrades, repairs, and installations, with the flexibility to provide these services at customer locations. The role takes an active role in addressing customer escalations, complaints (both safety and non-safety related), and feedback, coordinating the implementation of associated action plans. The role executes complex service tasks in the field following established procedures, utilizing diagnostic tools, and troubleshooting techniques to efficiently resolve customer concerns.
Job Responsibilities:
- 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 services delivery to ensure the highest standards of service are maintained.
Minimum required Education:
Bachelor's Degree in Engineering, Medical, Science related field or equivalent/ Vocational Education.
Preferred Skills:
- Troubleshooting
- Escalation Management
- Documentation & Reporting
- Continuous Improvement
- Product Installation
- Product Repair & Maintenance
- IT Networking
- Regulatory Requirements
- Engineering Fundamentals
- Remote Support Tools & Techniques
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.
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 culture of impact with care here .
