Advanced Technical Service Specialist
1 week ago
About the Job:
Philips is a leading global healthcare company with a mission to improve the lives of 3 billion people by 2025. As a Remote Service Engineer, you will play a crucial role in delivering advanced technical service support to our customers, creating an exceptional experience every day.
Your Key Responsibilities:
- Manage inbound calls from customers, remotely accessing systems and providing initial remote diagnosis for IGT systems and devices
- Create cases for customer calls, verifying contract entitlements
- Proactively monitor systems to achieve zero downtime
- Where a remote diagnosis is not possible, book a time slot for an engineer to attend site, and if required order the appropriate parts for a first-time fix
- Ability to provide efficient confirmation of parts availability, process part orders, and provide field engineers with timely updates on parts delivery
- Ensure both internal and external customers are kept informed about next steps and any delays that may impact the job
- Educate technical issues when required, as well as support field engineers with technical knowledge while performing handover
- Identify opportunities to 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 Image Guided Therapy, Cath Lab or C-Arm Systems, with prior field experience is required. Integrity and commitment to customer service, 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 attention to detail.
Salary Information:
The estimated salary range for this position is $80,000 - $120,000 per year, depending on qualifications and experience.
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