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Job Description
- As a Field Service Engineer, you will be responsible for defined procedures and methodologies to install, configure, test, maintain and support hardware and software solutions, including problem identification, system architecture definition / specification, implementation, basic integration, validation and verification testing, customer education, solution activation, and system restoration.
Your role:
- This is a multimodality Field Service Position with Ultrasound and /or HPM as the primary modalities
- 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 job.
- Resolves complex customer issues requiring independent judgment based on strong IT 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.
- Demonstrates skills of an IT professional with an in-depth understanding of the Philips’ Product(s), IT industry practices and company policies and procedures.
- 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 Philips Solution Architects 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.
- +5 years’ experience in troubleshooting Ultrasounds & Patient Monitoring machines
- Excellent PC skills (e.g. experience with Microsoft Windows and Office software applications) including advanced level networking skills
- A minimum of 3-5 years within an engineering, medical or science related environment required
- Minimum 3 years prior experience in customer facing role
- 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
- Strong Customer focus
- Capacity to listen and communicate in a clear and effective manner
- Problem solving/troubleshooting mind-set
- Strong team player
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