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About the Role
Responsible for customer relationship management through effective technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites. Provide exceptional customer service by addressing and resolving customer needs, understanding their business, and generating service revenue.
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
- 1+ years of experience in a diagnostic imaging (field or hospital-based) service environment or 3+ years’ in electromechanical industries.
- Preferred experience in Computed Tomography (CT) or Magnetic Resonance (MR) imaging equipment.
- Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.
- Must be able to successfully perform the following 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; 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.
- Must reside in or within commuting distance to Syracuse, NY.
Skills
- Customer relationship management
- Technical knowledge
- Equipment installation
- Equipment troubleshooting
- Equipment servicing
- Equipment maintenance
- Electronic theory
- Mechanical theory
- Networking theory
- Tool usage
- Test equipment usage
Location
- Syracuse, NY
Work Type
- Field role
- Full-time
Experience Level
- 1+ years of experience in a diagnostic imaging (field or hospital-based) service environment
- 3+ years’ in electromechanical industries
Education Level
- Associate Degree in electronics or equivalent combination of education and experience
- BSEE/BSEET/BSME/BSMET preferred
Salary/Compensations
- $32.00 to $51.00 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
- Health technology company.
- 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.
Equal Opportunity
- Equal Employment and Opportunity Employer including Disability/Vets
- Maintains a drug-free workplace.