Remote Service Engineer

4 days ago

Sydney, New South Wales, Australia Philips Full time

Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.

Your opportunity

We have an opportunity for a Remote Service Engineer to join our team specialising in digital x-ray (DXR), reporting to the Service Delivery Team Leader. This position is focused on delivering advanced technical service support to our customers, creating experience without equal every day.

As a Remote Service Engineer, you will thrive in engaging in interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right and End-to-End approach.

You will work collaboratively with Technical Support, Technology, Service and Commercial teams to remove barriers and facilitate an exceptional and consistent experience to our customers.

Your key responsibilit ies will be:

  • Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our DXR devices
  • Create cases for customer calls, verifying contract entitlements
  • Proactively monitor systems to achieve zero downtime
  • Where a remote diagnosis is not possible, booking a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix
  • Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery
  • Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job
  • Escalate technical issues when required as well as support field engineers with technical knowledge whilst performing handover
  • Identify opportunities whereby we can improve customer experience
  • Demonstrate agility to support cross-functionally across teams as required to ensure customers receive a consistent positive customer experience

You will bring :

  • Relevant degree in Biomedical and/or engineering with previous experience within medical devices highly regarded.
  • Previous experience in maintenance and troubleshooting of technically complex systems in diagnostic x-raywith prior field experience is required.
  • Integrity and commitment to customer service with strong communication skills to deliver the best experience possible
  • Savvy IT skills and experience with Microsoft products
  • Proactive ownership of problems through to completion (end-to-end ownership of cases)
  • Ability to work under pressure and with attention to detail
  • Understanding of the importance of service record quality

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.


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