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About the Role

As a Field Service Engineer, you will be responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites. You will provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times to address and resolve customer needs. You will also understand the customer's business and competitive environment, generate service revenue, and actively participate as a member of the regional work team, working to improve team processes and identify training gaps. Seeking out opportunities to increase capability and capacity is also part of the role, which may require becoming qualified in multiple modalities and learning new tools. You will perform all administrative duties within established Philips, State, and Federal regulatory requirements and timeframes, including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork. Adherence to established training, quality, and safety requirements is mandatory. You will utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively. This includes completing PMs, FCOs, installations, and all related tasks, such as diagnosing and resolving electronic, network, and mechanical problems. Approximately 70% travel across the specified geography is required, with an average driving time of 1-4 hours daily. Occasional overnight stays and travel by air and/or train may be required.

Responsibilities

Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times.
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 timeframes 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

Acquired 2+ years of experience in a diagnostic imaging (field or hospital-based) service environment or 4+ years’ in electromechanical industries.
Preferred experience in Diagnostic X-Ray (DXR) imaging equipment.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position.
Must be able to work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements.
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.
Must reside in or within commuting distance to Rochester, Syracuse, or Buffalo, NY.

Skills

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.

Location

Rochester, NY
Syracuse, NY
Buffalo, NY

Work Type

Field role
Full-time

Experience Level

2+ years of experience in a diagnostic imaging (field or hospital-based) service environment
4+ years’ in electromechanical industries

Education Level

Associate Degree in electronics or equivalent combination of education and experience
BSEE/BSEET/BSME/BSMET preferred

Salary/Compensations

$39.00 to $61.00 per hour
Plus overtime eligible
Field service and lead generation incentive bonus plans
On-call pay

Benefits

Company fleet/car
Training
Advancement opportunities
Generous PTO
401k (up to 7% match)
HSA (with company contribution)
Stock purchase plan
Education reimbursement

About the Company

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.
For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners.
Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health.
Together, we deliver better care for more people because we believe that every human matters.
As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation.
The people who work here share our passion and are motivated to bring this purpose to life.

Equal Opportunity

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law.
As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.
To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.