In this role, you have the opportunity to grow your career in medical imaging by delivering an exceptional customer service experience
Key Areas of Responsibility
Responsible for identification and resolution of customer issues, providing the customer with timely communication and involving appropriate resources to address the issue (s).
Providing the Highest Level of customer satisfaction is the primary goal.
The engineer must demonstrate ownership in difficult circumstances and show a sense of urgency to get things done according to expectations of Customer and Company.
Responsible for providing “World Class Service” and achieving “Highly Satisfied” Initial and Continuing Quality Scores.
Participates in the Regional Work Teams to maximize customer satisfaction consistent with Regional Business Objectives.
Performs a wide variety of tasks and changes focus quickly as demands change.
Adapts to varying needs and requirements of the customer and the business.
Develop and implement best practices.
Facilitates change; builds consensus and/or creates the need to work together to solve a common problem.
Seeks out opportunities to increase capability and capacity (cross-trains into multiple modalities, new tools).
Perform all administrative duties in a complete manner within prescribed company policies/guidelines.
Complete and understand all training assigned through Training Management System prior to due date.
Learn and adhere to Federal and State regulatory performance standards, registration, Quality Systems Regulations, EPA and OSHA regulations. Follow established quality and safety requirements (electrical & radiation safety, safe lifting practices, etc.).
Submit timesheets, expense reports and business receipts according to defined guidelines. Maintain documentation for vehicle operation and submit mileage reports per company policy.
Complete Planned Maintenance, Field Change Order, Corrective Maintenance and Installation SWOs and associated documentation within regulatory and company time frames and requirements.
Understand customer contract entitlements and adhere to specified requirements.
Manage company assets effectively; including labor time, parts, tools, test equipment, Returned Materials Authorizations, customer purchase orders, company vehicle, laptop, cell phone, business expenditures, etc.
Able to perform as a primary service engineer for at least one entire modality. May be assigned duties in multiple modalities. Maintains knowledge of technical advances and current industry trends. Seeks out formal and informal training opportunities.
Assesses situations and makes an optimal and speedy decision despite limited information. Solves problems while exhibiting judgment and a realistic understanding of all the issues. Takes complete ownership, even when escalation is required.
Pursues new sales/service opportunities and communicates leads.
Participates in supplemental revenue programs with zeal.
Meets or exceeds established goals.
Understands customer entitlements, negotiates appropriate billing or escalates to manager for approval (i.e. getting timely PO, disputed AR avoidance).
Finds creative ways to overcome obstacles (e.g. alternate sources for parts not available, alternative support when Zone Technical Specialist is not available).
Has a strong, accurate sense of what's mission critical, and acts accordingly.
You are a part of an organization whose mission is to improve the lives of others. As an individual contributor and as part of a larger team of professionals, you will have the opportunity to make a difference on a daily basis
To succeed in this role, you should have the following skills and experience
Associate Degree in electronics or equivalent combination of education and experience. At least 3 years experience in the electronics industry, preferably in a field service environment. Prefer BSEE/BSEET.
Working knowledge of computers and networking.
Have and maintain a valid driver’s license and comply with Philips’ Corporate Vehicle Fleet Policy.
Demonstrated mechanical diagnostic troubleshooting and repair skills completed in an effective and timely manner. Knowledge of associated tools and test equipment.
Experience with diagnostic imaging equipment.
Able to support the policies and procedures of the company and management structure. Professional appearance and behavior.
Ability to communicate effectively, share knowledge and cooperate in a team environment to achieve assigned goals and objectives. Able to perform in a leadership role in some circumstances. Proactively complete assignments.
Physical Demands and Work Environment
May be required to be available 24 x 7, required to rotate in an on-call status.
Must possess a valid driver’s license and good driving record.
Travel to the customer site, zone office or identified locations for meetings, training and business needs outside the Zone, as required.
Average driving is 1 to 4 hours daily.
Carries or pulls up to 40 lbs. of test equipment.
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.
May work from ladders or scaffolding, on occasion.
Potential exposure to hazardous physical, chemical, radiological and biological agents.
May be required to adhere to certification/credentialing required by the Customer in connection with admission into its facilities to perform job duties.
Customer requirements may include, but are not limited to drug testing and immunizations as dictated by the customer or facility policy.
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.