Job Posting Description
In this role, you have the opportunity to
The Field Service Engineer provides on-site, online and phone support within a Zone and nationwide, as required, to resolve complex technical problems and product issues for both the Xper / Flex Cardio products and the Xcelera Cardiology PACS modality. The specialist may also support system upgrades and installations, new product introduction, and first of a kind installation activities. The specialist supports the problem resolution process initiated at the Software Customer Services Xper / Flex Cardio & Xcelera Customer Solutions Center through the provision of his/her expertise to Xper / Flex Cardio & Xcelera Customer Solutions Center technical service engineers and by traveling to customer sites to accomplish system repair and recovery operations.
The Field Service Engineer is called upon after the Field Service or Technical Service Engineer has exhausted his / her immediate resources. The specialist takes a leadership role and the personal ownership of the customer experience both individually and through his / her support as a resource to the Software Customer Services Xper / Flex Cardio & Xcelera Customer Solutions Center team.
They also work on areas improving customer satisfaction and company profitability by timely resolution of technical / product issues. The Field Service Engineer escalates, owns and stays focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills to keep the customer and other functions of the support and problem resolution team informed.
You are responsible for
The specialist takes a leadership role in the repair / solution of technical / product problems.
Responsible for ongoing status reporting to Service Management.
Performs a wide variety of tasks, multi-tasking, and change focus quickly as demands change. Adapts to varying customer needs. Manages priorities effectively.
As a company representative and an extension of management, acts as an advisor in response to customer inquiry and refers information to the appropriate person (applications, sales, etc.). Provides a positive cohesive company image when discussing the company, products, and management decisions, etc., with the internal and external customer.
May provide training and mentorship to new Field Service Engineers.
Manages company assets effectively including parts inventory levels, tools, test equipment calibration, company vehicle, business expenditures, etc. per company policy or procedure. Supports the company in improving profit contribution by ensuring that cost effective solutions are utilized in solving technical / product issues. Ensures that only the part required to resolve issues is installed. Supports the company in reducing overtime while maintaining customer satisfaction.
Performs all administrative duties in a complete and timely manner per policies and procedures.
Monitors receipt and implementation of all technical bulletins, change notices, etc.
Serves on project assignments as a field expert contributing his / her knowledge to both resolution of problems or application of engineering / service memos as to changes in the product.
Demonstrates and expert knowledge of the modality assigned. Maintains a body of knowledge on technical advances and current industry trends.
Provides zone leadership, training and technical assistance to other Field Service Engineers.
As the modality expert, must be available for not only site visits, but as a consultant over the phone to any engineer requiring assistance. May take the lead on new product introductions and first of a kind installation of new equipment / complex field change orders.
Responsible for resolution of complex technical problems within the Xper / Flex Cardio & Xcelera / Intellispace Cardiovascular product line requiring onsite activities requested by the Xper / Flex Cardio & Xcelera / Intellispace Customer Solutions Center. The Specialist defines complex problems, collects data, establishes facts, and draws valid conclusions. He / she has the ability to interpret an extensive variety of technical instructions and deals with numerous abstract and concrete variables.
Applies advanced technical knowledge in the resolution of hardware / software platform problems and assists with application software related issues. Conducts system and performance reliability testing, as required.
May perform other related duties as assigned.
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.
Minimum of 5 years servicing the Philips Xper / Flex Cardio & Xcelera equipment / software or 5+ years servicing competitors’ products with proficiency in resolving complex technical problems in a designated modality.
Demonstrated proficiency in resolving complex technical problems in designated modality.
Experience with electronic circuit boards, processors and computer hardware including applications and programming.
Proficient in troubleshooting and resolution of Electrostatic Discharge (ESD), Electromagnetic Field (EMF) issues found in hospital environments.
Proficient in the use of Patient Simulators and Electrical Safety test equipment.
Knowledge of the Hemodynamic Monitoring waveforms and Vitals measured in the Catheterization (Cath)/Interventional Radiology (IR) Lab settings.
Understanding of the Cath/IR Lab workflow to include Pre, Post and procedural activities.
Understanding of medical grade video distribution system use in a Cath/IR Lab setting.
Comprehensive understanding of system dataflow between Xper/Flex System servers, clients and infrastructure.
Understanding and continued compliance with Hospital access credentialing.
Proficient in Microsoft OS and database platforms.
Experienced in direct and network attached storage systems.
Proficient in Networking Technologies and troubleshooting methods.
Proficient in alternative methods in call debrief.
Excellent verbal and written communication skills.
Ability to work cohesively and effectively with employees at all levels / departments of the organizations.
Demonstrated leadership skills.
Be available 24 x 7 via phone or pager.
Able to travel extensively, at least 70%, and must possess a valid driver’s license and good driving record to travel to the customer site, zone office, or identified locations for meetings.
Lift parts or carries parts weighing a few ounces to over 100 lbs. (assistance available when lifting items over 50 lbs.)
Frequently bends, stoops, twists, turns, and works in unusual positions using full body mobility.
Potential exposure to hazardous physical, chemical, and biological agents.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to Chicago, IL or Milwaukee, WI.
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.