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Job Information

Philips Field Service Engineer 2 - IT PCMS in United States of America - Home Based, Massachusetts

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In this role, you have the opportunity to

support the Patient Care and Monitoring business at medical facilities within an assigned geography. This position is responsible for customer relationships management through effective application of technical knowledge to install/implement, service, test and troubleshoot complex solutions on IT networks to ensure high quality of service to deliver real time patient data requirements. Installations are multi-phased complex systems composed of IT infrastructure and patient monitoring equipment in both clinical and non-clinical environments. IT FSEs lead and direct a diverse team of internal and external resources, as well as provide technical review of system configurations to ensure viability of system performance, during implementations. In partnership with a dynamic customer care team of clinical, sales and service partners, this position will support activities to grow the business in the given geography.

Key Areas of Responsibility:

CUSTOMER OWNERSHIP / LOYALTY

 Establishes positive customer experiences and relationships.

 Active support to implement service strategies to achieve customer loyalty.

 Manage customer relationships and effectively partner with peers and regional sales counterparts.

 Active support of the transition from break fix operating model to customer solution focused operating model (account management).

 Keep customer and other stakeholders informed throughout the implementation

OPERATIONAL EXCELLENCE

 Active support to improve operational performance and compliance individually and across CCT.

 Active support of change initiatives to improve efficiencies, productivity, and the execution of business commitments.

 Active support of team accountability through active participation in CCT.

 Manages all company assets effectively and per company policy.

 PRS connectivity at PIIC iX installations (Install FSE only).

OPERATIONAL FINANCIALS (Ethics & Values, Self-Knowledge, Time Management, Action Oriented)

 Active support of financial performance results within CCT including service revenue and equipment revenue.

 Collaboratively develop territory strategy to drive growth and productivity with the highest level of integrity.

 Works cross functionally to manage risks and identify growth opportunities (e.g. install base, VAS, Multi-Vendor, PCMS, US, IS) and leverages CCTs to support the growth.

TECHNICAL PERFORMANCE

 Takes initiative to continuously develop technical and professional skills commensurate with business strategy and applicable emerging technologies.

 Solid understanding of product / healthcare environment and is able to articulate customer use

models.

 Able to effectively and efficiently utilize all test equipment and tools.

 Demonstrates solid Problem Solving Skills and Resourcefulness.

TEAMWORK (Peer Relationships, Customer Focus, Ethics & Values, Interpersonal Savvy, Problem Solving,

Functional/Technical Skills)

 Contribute to the overall success of PCMS Services by supporting decisions, aligning to

strategies, and crossing boundaries to remove roadblocks for the attainment of team goals and

objectives.

 Evident leadership and participation in CCT.

 Serves as a mentor and/or host for the orientation process; follows standard orientation

process.

To succeed in this role, you should have the following skills and experience

  • BS Computer Science/Biomed disciplines with at least 3-5 years’ experience or AS Computer

Science/Biomed disciplines with 5+ years’ experience in Healthcare / IT Technologies.

  • CCNA certification required

  • Microsoft and other certifications are desirable (i.e. MCTS, MCITP, VM WARE)

  • Knowledge of Patient Monitoring systems preferred

  • Previous experience working in a hospital environment required.

  • Ability to adapt to changing work requirements in a complex, fast pace environment.

  • Strong organizational skills, self-disciplined, and the ability to work independently.

  • Ability to communicate effectively with various levels of employees and customers both verbally

and in writing.

  • Ability to effectively operate in a team driven environment and share knowledge to achieve

assigned goals and objectives.

  • Influence internal and external resources to a stated objective without formal authority.

  • Deliver required results with high levels of customer satisfaction, both internal external.

Physical Demands and Work Environment

 Job operates in the hospital/medical environment and remotely from home office location.

 Potential exposure to hazardous physical, chemical, and biological agents.

 Frequently in contact with electrical equipment and wireless networks.

 This role routinely uses standard office equipment such as computers, phones, medical test

equipment.

 Average driving is 1-4 hours daily and may exceed 50% at times. Occasional overnight stays and

travel by air or train may be required.

 Responsible for carrying and monitoring company cell phone and being available and responsive

during scheduled and non-scheduled hours, except during rest and meal periods as required by

applicable state law.

 Must be flexible in working hours as this position will require customer support during non-regular

business hours, mandatory overtime on short notice, and/or weekend work as necessary.

 Ability to participate in an on-call rotation to provide customer support.

 Regularly speaks, hears, and views computers.

 Frequently lift, carry, push, or pull up to 30 pounds. Occasionally lift or carry up to 50 pounds, with

assistance available.

 Use of personal protective equipment may be required including, but not limited to, safety glasses,

hard hat, hard toed shoes, and medical rubber gloves.

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 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.

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