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About the Role

This position is focused on delivering advanced technical service support expertise to customers, creating an experience without equal every day. As a Remote Service Engineer, you will thrive in providing high-touch interactions with customers to provide information in response to first-line technical support inquiries about products and services, problems, and service requests, embedding a First Time Right approach. You will work collaboratively with Technical Support, Technology, and Service teams to remove barriers and facilitate exceptional and consistent experiences for our customers. This role will also lead to opportunities to include both remote and field service.

Responsibilities

Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for Ultrasound devices.
Create a case for the customer call, verifying contract entitlement.
Proactive monitoring of systems to achieve zero downtime.
Where a remote diagnosis is not possible, book a time slot for an engineer to attend site, and if required, order appropriate parts to achieve a first-time fix.
Provide efficient confirmation of parts availability, process part orders, and provide field engineers with timely updates on parts delivery.
Ensure both internal and external customers are kept informed as to next steps and of any delays that may impact the job.
Escalate technical issues when required and support field engineers with technical knowledge during handover.
Identify opportunities to improve customer experience.
Support other Service Delivery teams as required to ensure customers receive a consistent positive customer experience.

Requirements

Previous experience within Medical devices is highly regarded.
Previous experience in maintenance and troubleshooting of technically complex systems in Ultrasound is ideal.
Experience in working in a team-based service environment is ideal.
Demonstrated integrity and commitment to customer service.
Strong communication skills to deliver the best experience possible.
Savvy IT skills and experience with Microsoft products.
Proactive ownership of problems through to completion.
Ability to work under pressure and with attention to detail.

Skills

Technical service support
Customer support
Remote diagnosis
Parts ordering
Technical escalation
IT skills
Microsoft products

Location

Remote

Work Type

Remote
Field service

Experience Level

Not specified

Education Level

Relevant degree in Biomedical and/or Engineering

About the Company

As a global health-tech leader, Philips focuses on improving people's health and wellbeing through meaningful innovation.
For more than 130 years, Philips has 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, Philips focuses its 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.
Philips believes that every human matters and is committed to creating an environment where differences and uniqueness are acknowledged and embraced, and where each person's views are listened to and valued.
Philips is a drug-free workplace.

Equal Opportunity

Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within.
Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status.
Philips encourages people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply.
Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.
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.
Philips is an Equal Employment and Opportunity Employer including Disability/Vets.