Philips Field Service Engineer 3 in Kansas City, Massachusetts

CUSTOMER SATISFACTION:

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

Understands customer’s competitive environment

Provides proactive regional leadership in the improvement of customer relationships and satisfaction.

Drives the region to maximize customer satisfaction consistent with regional business objectives. Shares best practices within local region and the entire Zone. Works closely with Sales to achieve results

Provides communication and leadership at luminary and the most challenging regional accounts. Involved in multiple levels in accounts.

TEAMWORK:

Performs a wide variety of tasks and changes focus quickly as demands change. Adapt to varying customer needs. Initiates and facilitates change and explains why. Seeks out, develops/facilitates and shares best practices.

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. Overcomes roadblocks and provides permanent solutions.

Actively participates as a member of one or more regional empowered work teams. Puts the team ahead of individual needs.

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

  • Assumes a leadership role in the work team environment

  • Works on areas improving customer satisfaction and company profitability.

  • Seizes initiative to drive the team goals.

  • Positively drives morale in the team environment. Initiates and facilitates change.

  • Acts as a mentor/coach in the development of peers. Identifies, plans, and facilitates training for the team.

  • Drives sales/service relationship. Catalyst for breaking down barriers.

COMPLIANCE:

Operate under the required knowledge of regulatory requirement (Federal and State Radiation performance standards, registration, Quality Systems Regulations, EPA regulations and OSHA regulations. Adheres to established quality requirements, (FDA – ISO9000), 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 vehicles, business expenditures, etc.

Performs all administrative duties in a complete and timely manner including timesheets, service tickets, expense reports, FCOs, preventative maintenance, and other related paperwork.

TECHNICAL:

Able to perform as a primary service engineer for at least one entire modality at luminary accounts. May be assigned duties in multiple modalities. Recognized as an expert in at least one modality in and outside of assigned region. Maintains knowledge of technical advances and 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 the most difficult problems. Ensures follow-up on on-going issues.

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

  • Recognized expert in one or more modalities. Can solve complex image quality and reliability issues. Primary service engineer at luminary accounts.

Activities:

  • Diagnoses & resolves equipment problems. Drives/leads solution to a high majority of regionally escalated issues.

  • 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. Leads root cause analysis and follow-up actions and communications.

  • Leads installation of products on which they have been trained. Also includes final calibration and testing. Completes all appropriate installation related reports. Meets corporate productivity objectives. Consistently improves and teaches installation efficiency. Ensures complete customer acceptance of installations.

  • Provides training/mentorship/technical support to other FSEs. Assesses team/region training needs and implements training programs for current and future needs.

BUSINESS RESULTS:

Champions/drives regional sales/service opportunities.

Implements revenue programs with zeal. Closes business.

Integrates knowledge of the business financials to drive business results.

Meets or exceeds established goals.

Perform other related duties as assigned.

Education and Skill Requirements:

  • BSEE / BSET preferred, or two year formal education combined with appropriate high tech related experience or 7-10 years industry experience.

  • Demonstrated proficiency in resolving complex technical problems in designated modality with minimal assistance.

  • Experience / Knowledge of telecommunication systems.

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

  • PC competency.

  • Proficient in Networking

  • Proficient in alternative methods in call debrief

Physical Demands and Work Environment:

  • May be required to be available 24 x 7 via phone or pager, 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.

  • 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, and biological agents.

In this role, you have the opportunity to

Support Philips Imaging Systems business in the Kansas City, MO 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

Our Global Sales and Service organization where you will be challenge to deliver best in class service and uphold our reputation by offering top customer experience ratings. You will benefit from the team’s growing breadth and depth of healthcare products and services portfolio.

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 8 years of experience in the healthcare field service environment

  • Minimum of 5 plus years of experience in Nuclear Med imaging systems required (preferably Philips equipment); Computed Tomography (CT) experience is a plus.

  • 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

  • Must possess a valid driver’s license

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

Physical Demands and Work Environment:

  • 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, and biological agents.

In return, we offer you

An opportunity to sharpen your skills with new challenges, in a dynamic and innovative organization. As a market-driven company, we’re used to listening to our customers and 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 where you can 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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