Philips iXR Field Service Engineer (Jacksonville, FL) in Jacksonville, Massachusetts

Key Areas of Responsibility

CUSTOMER SATISFACTION:

Responsible for identification and resolution 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.

• Shares best practices within local Region and the Company.

• Works closely cross functionally to achieve results.

As a company representative;

• Understands 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

• Involved at multiple levels in accounts.

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.

• Develop and implement best practices.

• Facilitates change; builds consensus and/or creates the need to work together to solve a common problem.

• Takes on new sites to help balance equivalent systems (e.g. ES account loading) that may call for different skills.

• Seeks out opportunities to increase capability and capacity (cross-trains into multiple modalities, new tools).

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.

• Makes peers aware of schedule and helps out whenever necessary.

• Comfortable soliciting/receiving feedback from/to peers.

• Keeps commitments – does not “pass the buck.”

• Proactively utilizes teammates when s/he cannot get to a scheduled activity.

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

• Sought after for opinion as a "voice of reason"; mediator/facilitator/"tie-breaker"

• Becomes a part of the customer's team in customer's eyes.

• Proactively works with CCT scheduling champion to prioritize work/life balance.

• Continues working to positively influence peers even in the face of resistance.

• Rallies resources from various departments and functions (account manager, SSS, factory) to accomplish long-term goals.

Actively seeks to mentor others.

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.

• 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:

 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, as needed.

 Able to resolve majority of service calls with minimal assistance.

 Defines problems and presents possible solutions: Collects data, establishes facts, and draws valid conclusions.

 Proactively provides information that will avoid an issue or minimize a situation.

 Aggressively pursues product problem resolution with supporting departments.

 Facilitates change; builds consensus and/or creates the need to work together to solve a common problem.

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 and testing. Completes all appropriate installation related reports. Meets corporate productivity and timeline objectives.

 Provides training/mentorship/technical support to other FSEs.

 Makes appropriate decisions with limited information

 Adopts new technology including troubleshooting and reporting tools.

 Meet or exceed all technical proficiency standards.

 Seeks out opportunities to learn new products and cross-train into multiple modalities.

 Remain positive and energetic in the face of adversity or failure. Does not quit when a situation becomes difficult.

 Seeks out ways to improve a process and demonstrates to others.

 Early adopter of Philips initiatives and drives others to do the same.

 Looks for opportunities outside Philips to improve skills and self-development.

 Creates a development plan with manager. Sets goals and milestones, following up with manager on a quarterly basis.

 Able to influence and drive a desired action or response.

BUSINESS RESULTS:

 Pursues new sales/service opportunities and communicates leads.

 Participates in supplemental revenue programs with zeal.

 Understands the financial reports and realizes the impact of their contribution to overall results.

 Meets or exceeds established goals.

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

 Works with customers to negotiate timely and cost effective solutions (e.g. FCOs and PMs).

 Understands customer entitlements, negotiates appropriate billing or escalates to manager for approval (i.e. getting timely PO, disputed AR avoidance).

 Finds creative ways to overcome obstacles (e.g. alternate sources for parts not available, alternative support when Zone Technical Specialist is not available).

 Has a strong, accurate sense of what's mission critical, and acts accordingly.

 Rallies resources from various departments and functions (account manager, SSS, factory) to accomplish long-term goals.

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 4 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 completed in an effective and timely manner. Knowledge of associated tools and test equipment.

 Experience with diagnostic imaging equipment.

 Familiarity with the healthcare industry. Understands the roles in various departments and users within a healthcare facility.

 Able to support the policies and procedures of the company and management structure. Professional appearance and behavior.

 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.

 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.

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

Critical Competencies

 Technical Learning

 Ambiguity Tolerance

 Priority Setting

 Perseverance

 Negotiating

 Self-Development

• Peer Relationships

• Customer Focus

In this role, you have the opportunity to

Support Philips Imaging Systems business in the Jacksonville, FL 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 three years of experience in the healthcare field service environment.

  • Demonstrated repair and troubleshooting skills with imaging equipment ( iXR/general X-ray 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

  • Must possess a valid driver’s license

  • Travel up to 50% to the customer site, zone office or identified meeting locations.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

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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