Field Service Engineer

undefined ago • 2 Years + • Software Development & Engineering

Job Summary

Job Description

The Field Service Engineer 40 is responsible for delivering technical support and maintenance services including troubleshooting, repairs, and installations. The role documents detailed service activities, working under direct supervision and prepares for service visits to achieve first-visit resolution. The role takes an active role in addressing customer escalations and feedback and executes moderately complex service tasks in the field. The role supports business growth by identifying sales opportunities and value-added services, continuously expanding product knowledge to maintain high standards of service and technical expertise.
Must have:
  • Deliver technical support and maintenance services to customers.
  • Perform troubleshooting, repair, and installation of products and services.
  • Document service activities in detail, including diagnostics, resolutions, and test procedures.
  • Work under direct supervision, following established processes and policies.
  • Track and record customer interaction time, parts usage, and service outcomes.
  • Prepare for service visits by diagnosing issues and organizing necessary parts.
  • Assist in addressing customer escalations, complaints, and feedback.
  • Execute service tasks in the field using diagnostic tools and techniques.
  • Support business growth by identifying potential sales opportunities.
  • Expand knowledge of assigned products and services continuously.
Good to have:
  • 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

Job Details

Job Description

The Field Service Engineer 40 is responsible for delivering technical support and maintenance services including troubleshooting, repairs, and installations. The role documents detailed service activities, working under direct supervision and prepares for service visits to achieve first-visit resolution. The role takes an active role in addressing customer escalations and feedback and executes moderately complex service tasks in the field. The role supports business growth by identifying sales opportunities and value-added services, continuously expanding product knowledge to maintain high standards of service and technical expertise.

Job Responsibilities:

  • Delivers technical support and maintenance services to customers, performing troubleshooting, repair, and installation of products and services with moderate independence, while adhering to regulatory guidelines and company standards.
  • Documents service activities in detail, including diagnostics, resolutions, test procedures, and case status, ensuring accuracy and completeness to maintain transparency and traceability.
  • Works under direct supervision, following established processes, and using independent judgment to ensure compliance with operational policies and the delivery of consistent, high-quality service.
  • Tracks and records customer interaction time, parts usage, and service outcomes in real-time with high accuracy, contributing to operational efficiency and accountability.
  • Prepares for service visits by diagnosing issues, organizing necessary parts, and formulating clear action plans, striving for first-visit resolution to enhance customer satisfaction and service effectiveness.
  • Assists in addressing customer escalations, complaints, and feedback, coordinating the implementation of action plans to resolve issues efficiently and maintain customer trust.
  • Executes service tasks in the field, utilizing diagnostic tools and troubleshooting techniques, while managing more complex issues and ensuring smooth operation and reliability of products.
  • Supports business growth by identifying potential sales opportunities or value-added services during field service visits, actively engaging with customers to enhance overall service delivery.
  • Expands knowledge of assigned products and services continuously, seeking opportunities for improvement in service delivery to maintain high standards of customer support and technical expertise.

Minimum required Education:

High School Diploma, Vocational Education/ Bachelor's Degree in Engineering, Medical, Science related field or equivalent.

Minimum required Experience:

Minimum 2 years of experience in IT, Network Diagnosis, System Connectivity, Remote Service within Engineering, Medical, Science related environment or equivalent with Vocational Education OR no prior experience with Bachelor's Degree.

Preferred 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

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.

Indicate if this role is an office/field/onsite role.

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.

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About The Company

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.

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