Field Service Engineer

Job Description

#LIPHILIN

Job title:
Field Service Engineer

Your role:
Job Responsibilities:
u2022 Delivers first line technical support, maintenance, and installation assistance to customers, effectively communicating solutions or actions, assuming ownership, and consistently adhering to regulatory guidelines throughout the process.
u2022 Documents all service activities and findings, including detailed records of diagnostics, resolution and test procedures, and case status, ensuring comprehensive and accurate documentation to maintain transparency and traceability.
u2022 Works under general supervision and established processes, utilizing independent judgment to navigate and adhere to operational policies, ensuring compliance and optimal performance.
u2022 Records customer interaction time, non-customer interaction time, parts consumption, returns, and failures in real-time, ensuring accurate tracking and documentation of service activities to improve efficiency and accountability.
u2022 Ensures a resolution in first visit by meticulously preparing clear action plans, diagnosing issues, and organizing necessary parts prior to onsite visits, striving for optimal service delivery and customer satisfaction by being thoroughly prepared.
u2022 Takes an active role in addressing customer escalations, complaints (both safety and non-safety related), and feedback, to resolve issues effectively and maintain customer trust.
u2022 Provides technical expertise to the team, guiding them in addressing complex inquiries and problems, and supports in identifying the most cost-effective repair/solution to minimize customer downtime and enhance service quality.
u2022 Executes complex service tasks in the field following established procedures, utilizing diagnostic tools, and troubleshooting techniques to efficiently resolve customer concerns and ensure smooth operation and reliability of products.
u2022 Supports lead generation efforts by identifying potential sales opportunities or value-added services during field repair visits, enhancing overall customer support and contributing to the growth of the business through proactive engagement.
u2022 Demonstrates excellent understanding of all assigned products and services, identifying opportunities for continuous improvement within the services delivery to ensure the highest standards of service are maintained.

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You're the right fit if:

Minimum required Education:
Bachelor's Degree in Engineering, Medical, Science related field or equivalent/ Vocational Education.

Minimum required Experience:

Minimum 4 years of experience in Customer Facing Role within Engineering, Medical or Science related environment Network Diagnosis, System Connectivity, Remote Service within Engineering, or equivalent with Vocational Education.

Preferred Experience:
B.Tech with Minimum 2 years of experience in Customer Facing Role within Engineering for Cath-lab Product

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.
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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 .