Job Description

Title: Field Service Engineer - Cath Labu00A0

Location: Ahmedabad

The Field Service Engineer 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 Experience:
Minimum 4 years of experience on Cathlab, Xray, C-arm with IT, Network knowledge and good communication skills.

Preferred Skills:
u2022 Regulatory Compliance
u2022 Data Analysis & Interpretation
u2022 Root Cause Analysis (RCA)
u2022 Troubleshooting
u2022 Escalation Management
u2022 Service Operations
u2022 Technical Documentation
u2022 Customer Service
u2022 KPI Monitoring and Reporting
u2022 Product Installation
u2022 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 companyu2019s facilities.
Field roles are most effectively done outside of the companyu2019s main facilities, generally at the customersu2019 or suppliersu2019 locations.
Indicate if this role is an office/field/onsite 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.
u2022 Learn more about .
u2022 Discover .
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If youu2019re 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 .

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