In this role, you have the opportunity to
Provide best in class service to our customers on our Philips Image Guided Therapy Cardiovascular Systems. You will interact directly with our field service specialists and customers to facilitate service, troubleshooting and repair needs in cath labs and other locations with cardiovascular systems.
You are responsible for
Providing support (OneEMS, email, phone) for questions/problems related to our Cardiovascular products: fixed C-ARM products, Azure and Allurion, to ensure a timely resolution of customer issues
Traveling to customer sites as needed to resolve escalated issues (predominantly within the USA)
Providing manufacturing support, such as first of a kind (FOK) factory installations and field factory installations (FFI) for our CV systems
Performing troubleshooting and remote diagnostics of Cardiovascular systems
Promoting and maintaining high-quality support standards within the IGT Technical Support department
Documenting customer information and recurring technical issues to support product quality programs and product development.
Troubleshooting problems for Cardiovascular equipment and recommending corrective action towards the field service force.
Responding to product inquiries from the field service force, answering technical questions, and analyzing problems via telephone or in written internet-based email (to support the NA field service force).
Ensuring essential information/known issues are brought back to the field service teams in a quick and efficient way (e.g. via webinars, known issue document, training, service information/documentation)
Using product knowledge and technical expertise to make independent judgments within established guidelines, procedures and policies to determine an action plan for resolving customer issues.
Providing knowledge to create service documentation and training material for new products.
You are a part of
Our IGT Tech/Field Support team will support products at customer sites in North America, and sit in Colorado Springs, CO. The global IGT Field Support department is not only the central position between the field service organizations and the Business Unit, but between product development and operation performance as well. It has a broad scope that brings not only technical depth, but delivers a great network with multi-disciplinary aspects. The team is one of the central BU teams that with a “window on the world” pro-actively collects/detects feedback on product deviations and reports this back into the BU in order to improve products, processes and tools. This role will report to the Director Global Field & Customer Service Spectranetics and functionally to the Director Field Support IGT (based in Best, the Netherlands).
To succeed in this role, you should have the following skills and experience
Bachelor’s Degree in computer, electronic or mechanical technology, medical technology, engineering or technical equivalent, or equivalent training and/or experience in electronics or a related technical field, preferred.
2+ years of relevant work experience in field service including troubleshooting experience.
Desired training in one of the following: biomedical, networking, electrical engineering, or computer science
Prior experience servicing and troubleshooting Cardiovascular Systems; C-ARM products
Ability to troubleshoot and think logically about solutions
You must demonstrate the ability to prioritize and handle multiple tasks in a timely fashion, with minimum supervision and efficient follow-up.
Experience in a medical business or knowledge of hospital workflow beneficial
Excellent verbal and written communication skills (fluent in English, second language preferred)
Excellent analytical skills; ability to learn quickly
Proficient at resolving problems remotely
Ability to work cohesively and effectively with employees at all levels / departments of the organizations.
Must have excellent interpersonal communication skills as well as being a motivated team player.
Ability to convince people and steer teams.
Willingness to travel. Travel will be determined according to business requirements (10-30%)
You will have a demonstrated ability to understand technical information related to complex devices with strong attention to detail, quality, and GDP practices.
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.
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 .
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.
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.