About This Role
This field service engineering role focuses on managing customer relationships by using technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites. The role involves providing exceptional customer service and actively participating in a regional work team.
Responsibilities
- Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times to address and resolve customer needs
- Understand the customer's business and competitive environment; generate service revenue
- Actively participate as a member of the regional work team; work to improve team processes and identify training gaps
- Seek out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools)
- Perform all administrative duties within established Philips, State, and Federal regulatory requirements and time frames including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork
- Adhere to established training, quality, and safety requirements
- Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively
- Complete PMs, FCOs, installation and all related tasks (diagnose and resolve electronic, network, and mechanical problems)
Requirements
- 2+ years of experience in a diagnostic imaging service environment or 4+ years in an electromechanical industry
- 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
- Associate Degree in electronics or equivalent combination of education and experience
- Ability to successfully perform the minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position
- Ability to work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements
- Ability to work flexible hours (based on business needs to include overtime, weekends, and on-call rotations)
- Ability to safely work with radiation sources and/or radioactive materials; wear all required personal protective equipment
Nice to have:
Important Details
- Travel: across the specified geography is required; average driving time is 1-4 hours daily and may exceed 50% at times; occasional overnight stays and travel by air and/or train may be required
