Remote Service Engineer, IGT-S (Remote-Based)

Philips

7d•$42 - $73•Remote

About The Position

This role involves combining technical, networking, and customer interaction skills to assist healthcare customers with IGT - Fixed Systems products using the latest remote access technologies. As a Remote Service Engineer (RSE), the primary goal is to provide telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners. This includes acting as a Philips Representative, resolving customer service events, escalating product issues, and utilizing remote tools to avoid field service engineer dispatches. The role also focuses on implementing best practices, driving productivity through remote tools, and responding to customer inquiries via telephone, email, or chat. Strong interpersonal skills and technical product knowledge are essential for daily customer-centric activities.

Requirements

2+ years of experience in a diagnostic imaging (field or hospital-based) service environment.
Philips Image Guided Therapy (IGT) System - Azurion and/or Alllura systems experience and training is required.
Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment.
Knowledge and use of all necessary tools and test equipment.
Associate Degree in electronics or equivalent combination of education and experience.
Must be able to successfully perform the minimum Physical, Cognitive and Environmental job requirements with or without accommodation.
Must be able to work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment.
Must be able to work flexible hours (based on business needs to include overtime, weekends, and on-call rotations).
Must be able to safely work with radiation sources and/or radioactive materials; wear all required personal protective equipment.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Nice To Haves

BSEE/BSEET/BSME/BSMET preferred.

Responsibilities

Provide telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners.
Act as a Philips Representative in response to customer inquiries.
Resolve customer service events by leveraging Philips tools and resources.
Timely escalation of customer product issues for evaluation and action by higher level support.
Utilize appropriate remote tools to resolve issues and avoid dispatching of service calls.
Implement best practices and process improvements while diagnosing problems, applying effective solutions, and determining follow-up actions.
Drive increased productivity through utilization of remote tools and technical skills.
Respond to customer product inquiries via telephone or in written internet-based email or chat sessions.