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About the Role
This position is focused on delivering advanced technical service support expertise to our 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 with inquiries about products and services, problems, and service requests raised by customers (internal or external), embedding a First Time Right approach.
Responsibilities
- Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our DXR 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 look to book a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix
- Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery
- Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job
- Escalate technical issues when required as well as support infield engineers with technical knowledge whilst performing handover
- Identify opportunities whereby we can improve the customer experience
- Demonstrate agility to support other Service Delivery teams as required to ensure customers receive a consistent positive customer experience
Requirements
- Relevant degree in engineering or a technical trade
- Previous experience within Medical devices highly regarded but not mandatory
- Prior experience in maintaining and troubleshooting DXR systems or other complex technical equipment is highly valued
- Hands-on exposure working in the field
- 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
- Digital Xray (DXR) systems
- Remote diagnosis
- IT skills
- Microsoft products
Location
- North Ryde office
- Remote
Work Type
- Remote
Education Level
- Relevant degree in engineering or a technical trade
About the Company
- Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2030.
- We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.
- Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 2.5 billion lives a year by delivering innovative solutions across the health continuum.
- Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
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.
- We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage 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.