In this role, you have the opportunity to
KEY AREAS OF RESPONSIBILITIES
These responsibilities apply to processes 8.3.1 Manage Customer Enquiries and 8.3.4 Provide service to specific customers.
The Remote Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.
Receives, registers, and provides technical service to the requests or problems coming in from all media channels and communicates solutions or actions, acting in accordance with our regulatory guidelines.
Solutions are provided by using Remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping the customer informed of the service status.
Focuses on Remote Resolution, where this is not possible provides a clear action plan, with parts (if required), and diagnosis before dispatch.
Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration and action.
KEY PERFORMANCE INDICATORS
Remote resolution (the ability to remotely trouble shoot and solve problems)
First Time Right (collaborative remote & field measure to execute service first time right)
Incident Resolution Time
Dispatch Avoidance (avoidance in delivering PM, FCO, Install onsite)
Initial Response Time
I focus on customer:
o Customer focus (apply)
o Active listening (apply)
o Clear and effective communication (apply)
I deliver results:
o Accuracy (apply)
o Problem analysis / troubleshooting (guide)
I drive operational excellence:
o Learning ability (guide)
o Collaboration / knowledge sharing (guide)
I create Meaningful innovation:
o Continuous improvement (apply)
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 . 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 on our career website, where you can read stories from our employee blog . Once there,you can also learn about our recruitment process , or find answers to some of the frequently asked questions .