Job Title : Field Service Engineer
Organisation : Philips India Healthcare
Department/Unit : Customer Service
Reports to : Territory Manager
Main purpose of the role
The prime role of a Field Service Engineer is Installation, maintenance, Service and troubleshooting of Philips Healthcare equipment.
He or She needs to develop and maintain relationship with all the key customers in the defined territory.
Organisation context of role
Philips Healthcare in India operates in the medical equipment and diagnostic imaging segment including CT, MRI, X‐rays, cardiovascular system, nuclear medicine, PET‐CT, ultrasound, Patient monitoring systems, critical care and Healthcare informatics space.
b. Position in value chain:
The customer base is segregated into government business – hospitals / teaching institutes, key private accounts, enterprise accounts and diagnostic centres
Philips is market leader in certain product segments and geographies. Our aim is to ensure that Philips is the no 1 player in the Healthcare space across products and geographies.
c. Other relevant organisational aspects:
India healthcare business is spread into 28 states in India and 7 union territories. Operations for neighbouring countries of Nepal / Bangladesh and Sri Lanka are also covered from here. The organization is divided into 4 regions – North, East, West and South and have sales / service/ projects teams based in the regions. We are operating a fast changing technology space with new product introductions happening regularly to keep pace with changing competition landscape. Major competitors include GE and Siemens but there is a large presence of small players in every segment of business – imaging, patient monitors and cardiac care.
The focus of the organization is on profitability improvement and this makes the task at hand more challenging. The need of the hour is to indulge in reducing the material consumption for the CS contracts and improve productivity of the field team, there by improving the profitability of the overall organisation.
Reporting and other significant organisational relationships (
The incumbent reports into the Territory Manager .
Peers include other FSEs, Senior FSEs and GETs
Need to work closely with
Tier 2 Specialists
Project Management – Regional Project Manager
Applications team for post installation demo of equipment
Key Account Management team
Modality Performance managers
Other significant relationships – internal:
Need to work closely with the CS Logistics team and Call management team to ensure the
Parts required to close a call is delivered on time and the FCOs and PMs are done in a timely manner.
Participate in monthly Territory Performance Review
Weekly review calls with TM
Review calls with the MPMs and MLs
A/R calls and A/R management for the area
Other significant relationships – external (e.g. customers, suppliers):
Supporting Channel Segment for US and PCMS modalities.
Meeting customers proactively to develop relationship.
Ensure the systems are connected on RADAR to support Remote Diagnosis and Resolution.
Direct Reports : Nil
Key areas of accountability
The Responsibilities of a Field Service Engineer are categorized into the following functions:-
The FSE would ensure full compliance of Service Delivery Processes and deliver services both effectively and efficiently
The FSE would assist in site surveys before taking over the Life Cycle Management of an installed machine
Installation and Implementation of the respective system would be the prime responsibility of the Field Service Engineer
The position of a FSE would entail Commissioning and Handing-over of the respective systems projects
FSE would participate in Corrective Maintenance and would also maintain and complete the PM Schedules within the stipulated time frame
The FSE would implement FCOs as per the norms
As a FSE, Person would actively participate and support in CS Sales Promotion and achievement of overall CS Team Sales Targets
FSE would coordinate the process of Spare parts Sales with the Customer
Service Administration :
The FSE would report all necessary information both technical and administration [Call Completion, Call Reporting, PM, FCO, Installations] as per the norms.
The FSE would be responsible for proper handling of parts/ Test & Measuring Instruments to ensure return of all parts with proper documentation.
The FSE will close calls in time with proper bookings of expenses and man hours through Polaris software.
Key Areas of responsibility towards Channel partners :
Supports channel partner FSE during escalations for US and PCMS modalities, as and when required
Hand hold Channel Partner FSE in developing better relationship with customer.
Customer Satisfaction :
The FSE would try to excel in every interaction with the customer to achieve customer delight.
FSE would proactively participate & Implement Customer satisfaction Development programs.
The FSE would also Manage Key Accounts and other assigned accounts for the respective territory in order to ensure Customer Satisfaction.
FSE would also be responsible for timely escalation of certain issues to the Territory Manager and Technical Team and work as a team to provide appropriate solution.
Knowledge Management :
The FSE would constantly upgrade his knowledge and skill level about the processes/product in order to perform his role effectively and efficiently.
Job Knowledge, Skills & Experience:
B.Tech. in Electronics or Biomedical Engineering Diploma in Electronics and Instrumentation
Years of Experience: 1-2 years of experience Area of Experience: Electronics hardware trouble shooting , Diagnosis and corrective maintenance at Module level, Software application handling proficiency
Product Technical Knowledge
Product Clinical Knowledge ( preferred )
Analytical and Trouble Shooting capabilities
Problem resolving skills through out of the box thinking.
Quality and Integrity Always
Taking Ownership to deliver fast
Team up to win
Eager to Improve and Insspire
Customer relationship development.
Key Challenges & Complexity
FSE needs to travel extensively and on short notice, in response to a breakdown call.
Need to work in the nights and holidays, depending upon the machine availability.
Need to handle irate customers during breakdown situations
Need to communicate with clarity with customer under very demanding situations .