Philips FSE 2 in Canada - Remote Based, Ontario

  • Job Title

Field Service Employee, Toronto, GTA

Job Description

Job Title

Field Service Employee, GTA

Your challenge

We challenge you to join Philips Healthcare as a Field Service Employee where you will be responsible for customer relationship management through the effective use of technical knowledge to install service and maintain the site. This is accomplished through individual efforts and the efforts of the service team.

Responsibilities

  • 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 We are looking for: Engineering technician or technologist diplomaMinimum 2 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 Medical devices such as Patient Monitoring, Life Safety Devices, etc.Experience with electronic circuit boards, processors and computer hardware including applications, programming and systems functionality.PC competency.Proficient in Networking and wireless systems.

  • Call to Action / Contact Find out more info about Philips at www.philips.com/na/careers . 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. #LI-LL1