Field Service Engineer

Philips • Alexandria, VA

95d

About The Position

Field Service Engineer is responsible for addressing the technical needs of organization’s customers, providing maintenance to products and services, and 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.

Requirements

• University degree in Biomedical Engineering, Electrical and Electronics Engineering, degree or any other relevant engineering major.
• Minimum 5 -6 years’ hands-on experience servicing medical or other high technology equipment (preferred IGT and DXR equipment).
• Preferably demonstrated, repair and troubleshooting skills with experience in one of our modalities appreciated.
• Good command of English written and spoken in addition to local language.
• Experience in IT, Network Diagnosis, System Connectivity, Remote Service within Engineering, Medical, Science related environment.
• Good command of MS Office programs.
• No restriction for travelling.

Nice To Haves

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

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 delivery services to ensure the highest standards of service are maintained.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees