Field Service Engineer

Job Title

Field Service Engineer

Job Description

The Field Service Engineer is responsible for delivering advanced on-site technical support for products, ensuring precise troubleshooting and resolutions while adhering strictly to regulatory standards and safety protocols. The role conducts thorough diagnostics and repairs, aiming for minimal downtime and optimal device performance critical for healthcare providers and patients. The role works under limited supervision with autonomy, and applies extensive knowledge to resolve diverse technical challenges effectively. The role prioritizes customer satisfaction through meticulous pre-visit preparation and handles escalations with professionalism, ensuring timely resolutions.

Your Role:

• Serves as the technical resource for implementing solutions that require analysis of situations or data, and an in-depth knowledge of the solution.
• Prepares site assessments.
• Provides technical review of system configurations to ensure viability of system performance.
• Prepares as-built drawings to document work completed during project or particular job.
• Resolves complex customer issues requiring independent judgment based on strong HPM/US knowledge and skills.
• Provides remote and on-site technical support to installed customer base.
• Instructs customers in the operation and maintenance of the Philips solution.
• Performs regular maintenance, completes required technical modifications, and conducts troubleshooting and repair to remedy issues.
• Escalates any technical configuration that is not consistent with technical standards.
• Proactively suggests process and product improvements based on site experiences and IT knowledge.
• Delivers customer projects that require analysis of situations and full understanding of the solution being implemented.
• Normally receives little instruction on day-to-day work, works independently, and should be able to take the lead role in most customer engagements.
• Exercises independent judgment to adapt to typical variances in the customer environment for obtaining effective results.
• Properly completes assigned project activities with responsibility for results within project work estimates and defined delivery methods
• Works in conjunction with internal project managers, clinical application consultants, field service engineers, senior Technical Consultants, third-party entities, and customer technical lead.
• Provides regular status of installation activities to project manager, other team members, and functional manager.
• Collaborates with Account Manager to assist in the solution selling process.
• Diagnoses and resolves technical hardware and software issues (remotely & on-site).
• Analyzes reported problems via Remote Service functionality and/or direct contact with the site and collaborates with the Customer Care Solutions Center support engineer to identify, analyze and develop a resolution plan and take the actions required to resolve a customer’s issues. Resolution plans which exceed the individual’s skill or experience level are escalated to the next support level. Regular updates regarding the status of the repair activity are communicated to the customer and Philips management.

You are the right fit if:

• College graduate degree level or equivalent desired in Clinical or Electrical or Computing Systems Engineering. Biomedical Engineer preferred.
• Minimum 2 years of experience in IT, Network Diagnosis, System Connectivity, Remote Service within Engineering, Medical, Diagnostic Imaging (Field or Hospital-based) service environment or Electromechanical Industries or Science related environment or equivalent.
• Excellent PC skills (e.g. experience with Microsoft Windows and Office software applications) including basic level networking skills
• Be experienced in the use of HPM & US test equipment - is a strong asset.
• Be able to understand the test results and be able to apply it to the repair process.
• The candidate must be willing to attend oversees equipment training when required
• The candidate must be willing to travel on occasional basis for support in other regions
• The Candidate must be willing to be on standby in accordance to the standby schedule in the region
• Strong Customer focus
• Capacity to listen and communicate in a clear and effective manner
• Problem solving/troubleshooting mind-set
• Strong team player

Preferred Skills:

Technical / Functional Skills:

• Regulatory Compliance
• Data Analysis & Interpretation
• Root Cause Analysis (RCA)
• Troubleshooting
• Escalation Management
• Service Operations
• Technical Documentation
• Customer Service
• KPI Monitoring and Reporting
• Product Installation
• Product Repair & Maintenance

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Only apply for this role if you are a South African Citizen by birth or Naturalization prior to the 27 April 1994

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

this role is a/field/role.

About Philips

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. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

#LI-EU

#LI-FIELD

About Us

At Philips, 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.

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. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.

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.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

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