In this role, you have the opportunity to
The purpose of the Field Service Technician 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, Bench Repair and installations, and can be provided at customer location/bench repair facility or remotely or via accessing Philips Remote Service channels.
You are responsible for
The Field Service Technician 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 action plans are followed, with parts (if required), and preparation such as diagnosis/troubleshooting information is executed as per action plan before the onsite visit as necessary
Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration.
Seek Lead generation for sales or value-added Service Opportunities, where we can support our customers further to deliver value.
KEY PERFORMANCE INDICATORS
% First Time Right
Service Record Quality (100% compliant to the 12 SRQ elements).
On Time Material Reporting
Provide technical support, troubleshooting & escalation support to Customers, communicates solutions or actions, taking ownership, and acting in accordance with our regulatory guidelines.
Could take initiative with medium technical complex support within defined framework
Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system. Capturing medium complex solutions to allow for knowledge share.
Focuses on First Time Right ensuring there is a clear action plan & preparation, with parts (if required), and diagnosis before the onsite visit.
Actively Involved in Customer escalations, Complaints (safety / non -safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible
Largely works independently within the Philips Healthtech products trained on.
Dimensions related to Know-How, Complexity, and Accountability
Customer first attitude
Has a solid knowledge and understanding all assigned Philips HealthTech products and services
Good written communication and documentations skills
Professional Manner superior soft skills
Good computer, PC and internet skills
Ability to express sympathy, empathy and patience
Excellent technical knowledge and experience in engineering fundamentals.
Actively collaborate, sharing knowledge and experience with others.
To succeed in this role, you should have the following skills and experience
Education: High school graduate degree level or equivalent (preferably in an engineering, medical or science related qualification)
Certified Engineer/network engineer certification
Comprehensive PC skills e.g. Experience with Microsoft Windows and Office Software applications.
Competent in IT/Network diagnosis/system connectivity/Remote service essential.
Prior experience within an engineering, medical or science related environment.
Minimum of 2 years of related experience
Minimum of 2 years of prior experience in customer-facing role
Must reside in or around the assigned area to be able to travel to various clients within your assigned region of Fort Meyers and Naples, FL and surrounding areas. This role is eligible for a fleet vehicle.
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.
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.
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.