Key Areas of Responsibility
Build credibility and trust with customers by conducting pro-active customer visits.
Provide appropriate, timely, and regular communications to customer and internal key stakeholders regarding customer and equipment issues.
Demonstrate a sense of urgency to identify and resolve customer issues. Follow the appropriate escalation process.
Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times. Understand customer's business and competitive environment.
Generate revenue growth by offering solutions aligned with service portfolio.
Adopt, develop and implement best practices.
Proactively schedules activities & makes him/herself available to assist others.
Seeks out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Assists in identifying training gaps within the team.
Actively seeks to mentor others.
Actively participates as a member of regional work team and works to improve team processes.
Operate under the required knowledge of State and Federal regulatory requirements. Adheres to established training, quality, and safety requirements.
Manages company assets effectively in accordance with established Philips processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, equipment, company vehicles, business expenditures, etc.
Performs all administrative duties within established Philips and regulatory timeframes including timesheets, service work orders, expense reports, Field Change Orders, preventative maintenance, installation documents, site and service documentation, and other related paperwork.
Must be qualified and perform work in at least one modality. May be asked to become qualified in and perform work in multiple modalities. Maintains knowledge of technical advances and current industry trends. Seeks out formal and informal training opportunities.
Independently resolve equipment and customer issues.
Independently complete PMs, FCOs, installations, and all related tasks.
Independently diagnose and resolve electronic, network, and mechanical problems.
Utilize tools, support, resources and escalation processes within required time frames to resolve customer and system problems timely and effectively.
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May be asked to perform service work remotely providing telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners in order to resolve customer equipment issues and initiate escalation, if appropriate.
Job Knowledge, Skills, Education, and Experience Requirements
Associate Degree in electronics or equivalent combination of education and experience. At least 2 years’ experience in diagnostic imaging or 4 years’ experience in the electronics industry, preferably in a field service environment.
Working knowledge of computers and networking.
Have and maintain a valid driver’s license and a driving record that is in compliance with Philips' Fleet Policy.
Understand and apply electronic, mechanical and networking theory to install, diagnose and repair equipment including knowledge and use of all necessary tools and test equipment. Understanding of mechanical theory preferred.
Experience with diagnostic imaging equipment required.
Strong organizational skills, self-disciplined, and the ability to work independently.
Ability to communicate effectively with various levels of employees and customers both verbally and in writing.
Ability to effectively operate in a team driven environment and share knowledge to achieve assigned goals and objectives.
Ability to adapt to changing work requirements in a complex, fast pace environment.
Understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.
Ability to read and interpret schematics and site drawings.
Physical Demands and Work Environment
Job operates in the hospital/medical environment and remotely from home office location.
Potential exposure to hazardous physical, chemical, radiological and biological agents and loud noise.
May work in environments where devices producing one or more of the following may be in use: high levels of radiation, high magnetic fields, high voltages, compressed and liquefied gases, and radioactive materials. Strict adherence to corporate and site safety procedures is mandatory.
Frequently in contact with electrical equipment.
This role routinely uses standard office equipment such as computers, phones, medical test equipment.
Average driving is 1-4 hours daily and may exceed 50% at times. Occasional overnight stays and travel by air or train may be required.
Responsible for carrying and monitoring company cell phone and being available and responsive during scheduled and non-scheduled hours, except during rest and meal periods as required by applicable state law.
Must be flexible in working hours as this position will require customer support during non-regular business hours, mandatory overtime on short notice, and/or weekend work as necessary.
May work from ladders or scaffolding, on occasion.
Ability to participate in an on-call rotation to provide customer support.
Regularly speaks, hears, and views computers.
Frequently lift, carry, push, or pull up to 20 pounds. Occasionally lift or carry up to 100 pounds, with assistance available when lifting or carrying items over 50 pounds.
Occasionally twist, and crawl.
Frequently stand, walk, stoop, kneel, and extended reach.
Regular grasping and repetitive hand movements.
Occasional use of vibrating tools.
Use of personal protective equipment may be required including, but not limited to, radiation monitoring badge, safety glasses, hard hat, hard toed shoes, and medical rubber gloves.
In this role, you have the opportunity to
Support Philips Imaging Systems business in the Eastern KY/Charleston WV 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 5 years of experience in the healthcare field service environment.
2 plus years of experience in with imaging systems is preferred
Demonstrated repair and troubleshooting skills with imaging equipment (CV/GXR/DXR) is plus. 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.
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 we 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 .
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa for this opportunity.
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.