Philips Field Service Engineer 1 (Boston) in Boston, Massachusetts

Key Areas of Responsibility

CUSTOMER SATISFACTION:

Responsible for identification and resolution or escalation of customer issues, providing the customer with timely communication and involving appropriate resources to address the issue(s).

Providing the Highest Level of customer satisfaction is the primary goal.

  • The engineer must demonstrate ownership in difficult circumstances and show a sense of urgency to get things done according to expectations of Customer and Company.

  • Responsible for providing “World Class Service” and achieving “Highly Satisfied” Initial and Continuing Quality Scores.

  • Participates in the Regional Work Teams to maximize customer satisfaction consistent with Regional Business Objectives.

  • Identify and learn best practices within local Region and the Company.

  • Works closely cross functionally to achieve results.

As a company representative;

  • Begins to gain understanding of customer’s competitive environment

  • Acts as a resource in response to customer inquiries and communicate in a professional and timely manner.

  • Refers information to the appropriate person(s) internal and external.

  • Acts with a sense of urgency and escalates when necessary.

  • Provides a positive cohesive company image when discussing the company, products, etc with the customer.

  • Establishes credibility, competence, sense of urgency and trust

TEAMWORK:

Performs a wide variety of tasks and changes focus quickly as demands change.

  • Adapts to varying needs and requirements of the customer and the business.

  • Open to and embraces change.

  • Begins to identify and follow best practices.

  • Proactively schedules all of own activities & makes him/herself available to assist others.

  • Volunteers for additional assignments to gain experience.

  • Takes initiative--proactively contacts and visits customers, offers assistance to peers, is timely with PMs, FCOs and quickly responds to maintenance requests.

  • Takes initiative to learn as much as possible in shortest amount of time.

  • Always listens carefully & thoroughly to internal/external customer and replies back for clarification (i.e., active user of Customer Insight Model).

  • Displays self-confidence that has calming effect on other people in a difficult situation.

  • Periodically requests feedback (positive and negative) from others on performance, development needs. (i.e. escalation).

  • Takes initiative to seek out subject matter experts to mentor on areas of development.

Actively participates as a member of one or more regional empowered work teams.

  • Puts the team ahead of individual needs and displays a positive attitude.

  • Adheres to Team Norms. Makes peers aware of schedule and helps out whenever necessary.

  • Is time-efficient with others, using as little of their time as possible (succinct, to the point).

  • Actively listens and seeks to understand other's viewpoint.

  • Gets things done through others; leverages team.

  • Relied upon by team members for consistent performance and team contributions.

  • Is viewed as friendly, approachable and optimistic.

  • Builds positive rapport at all levels (customers, peers, manager) by focusing on others' concerns and driving to resolution.

COMPLIANCE:

Perform all administrative duties in a complete manner within prescribed company policies/guidelines.

  • Complete and understand all training assigned through Training Management System prior to due date.

  • Learn and adhere to Federal and State regulatory performance standards, registration, Quality Systems Regulations, EPA and OSHA regulations. Follow established quality and safety requirements (electrical & radiation safety, safe lifting practices, etc.).

  • Submit timesheets, expense reports and business receipts according to defined guidelines. Maintain documentation for vehicle operation and submit mileage reports per company policy.

  • Return unused or defective parts per company policies within required timeframe. Report defective, installed and return part status on Service Work Orders (SWO) per current policies. Maintain company tools and test equipment as required and ensure test equipment is calibrated prior to due date.

  • Maintain proper site and service documentation. Safeguard patient data per regulatory requirements.

  • Complete Planned Maintenance, Field Change Order, Corrective Maintenance and Installation SWOs and associated documentation within regulatory and company timeframes and requirements.

  • Learn and Understand customer contract entitlements and adhere to specified requirements.

  • Manage company assets effectively; including labor time, parts, tools, test equipment, Returned Materials Authorizations, customer purchase orders, company vehicle, laptop, cell phone, business expenditures, etc.

TECHNICAL:

Able to perform as a primary service engineer for at least one entire modality at non-luminary accounts. May be assigned duties in multiple modalities. Maintains knowledge of technical advances and current industry trends. Seeks out formal and informal training opportunities.

Assesses situations and makes an optimal and speedy decision despite limited information. Solves problems while exhibiting judgment and a realistic understanding of all the issues. Takes complete ownership, even when escalation is required.

Problem-Solving:

  • Understands electronic, mechanical and electrical theory.

  • Understands technical vocabulary and perform tasks according to either verbal or written instructions. Able to read and interpret schematics and site drawings.

  • Ability to diagnose and resolve simple electronic and mechanical problems with minimal or no assistance.

  • Utilize training, experience and resources to solve increasingly difficult problems.

  • Gains understanding of and learns to use support and escalation (e.g. RTAC, Peers, and Specialists) effectively and time-appropriately.

  • Learns to identify and routinely use tools, technology and reference material (KNOVA, Remote Connectivity, manuals, IST).

  • Applies functional/technical knowledge and skills for equipment sites (ES) assignment at a high level.

  • Synthesizes learning and experience then applies to new problems.

  • Identifies root causes and creates clear plan for resolution in a timely manner, including systems and processes.

Activities:

  • Demonstrates knowledge and use of all necessary tools and test equipment.

  • Complete all formal and informal technical training assignments with required understanding.

  • Assist with PMs, FCOs, corrective maintenance calls, and installations. Gain experience and knowledge which would lead to individual ability to perform all required tasks.

  • Resolves technical issues the first time with minimal technical support.

  • Recognizes when it's appropriate to call in support.

BUSINESS RESULTS:

  • Works with peers to identify new sales/service opportunities and communicates leads. Works to gain understanding of supplemental revenue programs and corporate initiatives.

  • Begins to understand the financial reports and realizes the impact of their contribution to overall results.

  • Meets customer expectations with regard to scheduled onsite arrival time, or communicates delays effectively.

  • Meets or exceeds all Service Engineer satisfaction ratings as measured by IMV CQ Survey.

  • Proactively looks for other opportunities to assist customer on every call.

  • Proactively visits customers, looking for opportunities to increase equipment reliability, improve image quality and delight the customer.

OTHER:

  • Perform other related duties as assigned.

Job Knowledge, Skills, Education, and Experience Requirements

  • Associate Degree in electronics or equivalent combination of education and experience. At least 2 years experience in the electronics industry, preferably in a field service environment. Prefer BSEE/BSEET.

  • Working knowledge of computers and networking.

  • Have and maintain a valid driver’s license and comply with Philips’ Corporate Vehicle Fleet Policy.

  • Demonstrated mechanical diagnostic troubleshooting and repair skills. Knowledge of associated tools and test equipment.

  • Experience with diagnostic imaging equipment is a plus.

  • Capable of understanding the healthcare business.

  • Willing to support the policies and procedures of the company and management structure. Professional appearance and behavior.

  • Ability to communicate effectively and learn quickly. Able to effectively operate in a team driven environment, to achieve assigned goals and objectives. Take direction from team leaders and proactively complete assignments.

  • Flexible and willing to embrace change as customer requirements or business goals are modified.

Physical Demands and Work Environment

  • May be required to be available 24 x 7, required to rotate in an on-call status.

  • Must possess a valid driver’s license and good driving record.

  • Travel to the customer site, zone office or identified locations for meetings, training and business needs outside the Zone, as required.

  • Average driving is 1 to 4 hours daily.

  • Carries or pulls up to 40 lbs. of test equipment.

  • Lift parts or carries parts weighing a few ounces to over 100 lbs. (assistance available when lifting items over 50 lbs).

  • Frequently bends, stoops, twists, turns, and works in unusual positions using full body mobility.

  • May work from ladders or scaffolding, on occasion.

  • Potential exposure to hazardous physical, chemical, radiological and biological agents.

  • May be required to adhere to certification/credentialing required by the Customer in connection with admission into its facilities to perform job duties.

  • Customer requirements may include, but are not limited to drug testing and immunizations as dictated by the customer or facility policy.

Critical Competencies

Functional/Technical Skills

Time Management

Problem Solving

Action Oriented

Interpersonal Savvy

Peer Relationships

Self-knowledge

Customer Focus

In this role, you have the opportunity to

Support Philips Imaging Systems business in the Boston area. You will take on the opportunity to build customer relationships through your effective use of technical knowledge to install, service, and maintain customer sites.

You are responsible for

  • Assist in service repair, preventative maintenance, field change orders / installations.

  • Identification and resolution of customer issues, providing the customer with the appropriate communication and involving appropriate Service and Sales Personnel

  • Operate under required knowledge of regulatory requirement (Federal and State Radiation performance standards, registration, Quality Systems Regulations, EPA regulations and OSHA regulations

  • Defines problems: Collects data, establishes facts, and draws valid conclusions. Has the ability to interpret an extensive variety of technical instructions and deal with abstract and concrete variables

You are a part of

Working as part of our Global Sales and Service organization, you’ll benefit from the team’s growing breadth and depth of healthcare products and services portfolio, and be challenged to drive our best-in-class reputation through top customer experience ratings.

To succeed in this role, you should have the following skills and experience

  • BSEE/BSEET preferred, or two year formal education combined with appropriate high tech related experience

  • At least 2 years of experience in the electronics industry, preferably in a field service environment.

  • At least one year of experience in the healthcare field service environment preferred

  • Demonstrated repair and troubleshooting skills with imaging equipment is preferred. Additional training as needed.

  • Ability to communicate effectively, share knowledge and cooperate in a team environment to achieve assigned goals and objectives. Able to perform in a leadership role in some circumstances. Proactively complete assignments.

  • Ability to participate in on-call rotation available to respond onsite 24x7 as needed

  • Understanding of electronic, mechanical and electrical theory.

  • Ability to read and interpret schematics and site drawings.

  • Ability to diagnose and resolve simple electronic and mechanical problems with minimal or no assistance.

  • Must possess a valid driver’s license

In return, we offer you

Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we’re used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

Why should you join Philips?

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 at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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