Philips FSE 2 in Canada - Remote Based, Ontario

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Field Service Employee 2 Location: Sudbury

In this role, you have the opportunity to

Develop customer relationships by using your strong technical knowledge to identify and resolve customer issues to maintain customer satisfaction

You are responsible for

  • Responsible for identification and resolution of customer issues, providing the customer with the appropriate communication and involving appropriate Service and Sales personnel. Maintaining customer satisfaction is the primary goal. Therefore, the engineer must demonstrate ownership in difficult circumstances and show a sense of urgency about getting results prioritized by Service Management or the customer

  • As a company representative, acts as a resource in response to customer inquiries and communicates only appropriate information. Refers information to the appropriate person (applications, sales, etc.). Provides a positive cohesive company image when discussing the company, products, etc with the customer. Establishes credibility and trust.

  • Ensures customer satisfaction while meeting business objectives.

  • Focuses on fixing the customer as well as the equipment. Sets realistic customer expectations. Interfaces primarily with customer on various levels on routine issues.

  • Performs a wide variety of tasks and changes focus quickly as demands change. Adapt to varying needs and requirements of the customer and the business. Implements best practices.

  • 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.

  • Actively supports areas of empowerment and continuously improves the team processes

  • Works on areas improving customer satisfaction and company profitability. Keeps commitments – does not “pass the buck.”

  • Open to and embraces change. Compliance

  • Operate under the required knowledge of regulatory requirement (Federal and Provincial Radiation performance standards, registration, Quality Systems Regulations, regulations and regulations. Adheres to established quality requirements, (Health Canada- ISO13485), and safety requirements (electrical & radiation safety, safe lifting practices, etc.).

  • Manages company assets effectively including labor time, parts inventory levels, tools, test equipment calibration, RMA’s, A/R’s, customer purchase orders, equipment, company vehicle, business expenditures, etc.

  • Performs all administrative duties in a complete manner within prescribed company policies/guidelines including timesheets, service tickets, expense reports, FCOs, preventative maintenance, and other related paperwork.

  • Technical

  • Able to perform as a primary field service employee for at least one entire modality at non-luminary accounts. May be assigned duties in multiple modalities. Maintains knowledge of technical advances current industry trends.

  • 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. Problem Solving:

  • Defines problems: Collects data, establishes facts, and draws valid conclusions.

  • Has the ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

  • Applies his/her technical training and resources to effectively solve problems. Ensures follow-up on on-going issues.

  • Demonstrates troubleshooting capability and able to explain the status of the repair to the customer, if needed. Activities:

  • Diagnoses & resolves equipment problems.

  • Provides required preventative maintenance, factory modifications, normal installations and service.

  • Utilizes the call escalation process and communicates customer issues to optimize customer uptime and satisfaction while maintaining ownership of the issue.

  • Installs products on which they have been trained (which may include uncrating, removal of packing materials, assisting in transporting equipment to installation site, mechanical assembly, and electrical hook-up in accordance with product wiring diagrams, technical documentation and corporate directives). Also includes final calibration, testing and clinical training. Completes all appropriate installation related reports. Meets corporate productivity objectives.

  • Provides training/mentorship/technical support to other FSEs

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

  • 4 years + servicing electronic equipment (entry level position)

  • Experience with mechanical devices and tools and test equipment. Must possess demonstrated skills in using an oscilloscope, digital multimeter, etc.

  • Experience / Knowledge of telecommunication systems.

  • Must possess fundamentals of Dicom & Networking.

  • Experience with electronic circuit boards, processors and computer hardware including applications, programming and systems functionally.

  • PC competency.

  • Proficient in Networking

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 of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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