Philips Ingenieur (m/f) der Medizintechnik/Elektrotechnik/Mechatronik im Field Support für Fluoroskopie Geräte in Hamburg, Germany
Field Support Engineer RF
Philips Business Unit Diagnostic X-ray (DXR) has a long history in Fluoroscopy products. With a large installed base as well as 2 brand new product releases, this product line is essential for DXR business. Field Support plays a vital role in customer experience and needs to make sure problems occurring are solved immediately and in the most professional manner as well as permanently on organizational level.
Handling of technical escalations and field problems by means of respective tools and in a global environment (team in different global locations and field service engineers all over the world) and in cooperation with other departments (e.g. Service Innovation, R&D, Complaint handling Unit, Marketing), if required.
On demand onsite support for problem analysis and solving (globally and on short notice) as well as system installations (e.g. first of a kind installations) or support of Field Quality Squad activities.
Planning and preparation of regularly scheduled international expert trainings (e.g. Advanced T2 Trainings) with field service engineers as well as regularly creating and maintain internal knowledge base and Field Service Tips for Philips internal publication
Identification of field failure trends by case monitoring, on demand support as technical expert for internal analyses (e.g. risk assessments, warranty and service cost analysis, diagnosis and faultfinding guides, service documentation system serviceability)
Holistically evaluating actions and solutions considering their impact on short term and long term customer satisfaction, compliance as well as team and business KPIs
DXR Field Support is the only customer-facing department in BU DXR. Reporting into the Customer Service organization it is a key function in solving customer problems efficiently and professionally. Field Support is the BU link into the market organizations for technical matters and providing solutions to the field as well as insights regarding trend issues into R&D. With their deep product and component experience Field Support has a high impact on service cost and is key to customer experience.
DXR Field Support is a global organization located in several international locations and working with all customers in all countries of the world, which provides a deep insight in various challenges in different markets and provides the opportunity to work with many different cultures. Field Support is highly dynamic with ever changing technical, but also business related challenges. As responsible Field Support expert for fluoroscopy products, you will have a high impact on DXR KPIs as well as especially cost and customer.
Experience in technical field service and/or experience in medical technology is required. Experience in Fluoroscopy technology is an asset.
Experience in administration of wireless network environments is an asset, WCNA or CCNA wireless certification desirable
Knowledge in detector technologies and experience in image processing is an asset, experience in software and programming desirable
Independent way of working and distinct ability to communicate and work in a global and x-functional organization mandatory
Strong analytical/problem solving skills and structured way of working
High customer and business focus as well as strong business acumen
Fluent in Englisch; German language skills are desirable