Philips Ingeniero de Campo (México) in Mexico - Remote Based, Mexico
Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.
· Serves as company liaison with customer on administrative and technical matters for assigned projects.
· Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
· This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking
Receives predetermined work assignments that are
subject to a moderate level of control and review. Directs
subordinates to complete assignments using established
guidelines, procedures and policies.
Reports hierarchical to the Field Service Support Manager.
Normally part of a larger Service group, but with
independent responsibility for own part of field.
Learns to use professional concepts. Applies company
policies and procedures to resolve routine issues.
· Entry-level position where decisions are made within
established policies and standard practices. Learns to
use professional concepts. Applies company policies
and procedures to resolve routine issues. Has
introductory knowledge of company products and
· Interacts daily with functional peer groups. Interaction
normally involves exchange or presentation of factual
The purpose of the Field Service /support Engineer job family is to support the technical needs of Philips customers, providing maintenance and installation to HealthTech products & services, maximizing customer satisfaction by seeking opportunities to support our customers further and deliver value.
This family is technical in nature, with strong customer focus, and works collaboratively with the wider organization to provide exceptional service to our customers.
Technical capabilities range from product malfunctions, proactive, predictive, upgrades and installations, and can be provided at customer location or remotely or via accessing Philips Remote Service channels.
The Field Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.
Executes technical service to the requests, problems, or planned service activities. These can be coordinated, scheduled and with prepared action plans from the Customer care center. Solutions or actions should be carried out in accordance with our regulatory guidelines, processes & procedures.
Solutions are provided by using Remote\Onsite diagnostics, troubleshooting techniques, service technical information, or knowledge, executing service work orders and keeping the customer informed of the service status.
Focuses on First Time Right ensuring there is a clear action plan, with parts (if required), and
diagnosis before the onsite visit.
Handles complaints (safety & non safety related) & Escalations to ensure accurate and timely
analysis, registration and action.
Seek Lead generation for sales or value added Service Opportunities, where we can support our customers further to deliver value.