Remote Service Engineer, IGT-S (Remote-Based)

Summary

Philips is a health technology company focused on improving access to quality healthcare. The Remote Service Engineer will provide telephone and remote technical support, diagnostics, and customer service for Image Guided Therapy systems, using remote tools to resolve issues, escalate complex problems, and improve service productivity.

Responsibilities

• Acting as a Remote Service Engineer (RSE), the aim of your job is to provide telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners, utilizing the latest remote access technologies
• Acting as a Philips Representative in response to customer inquiries and providing telephone and remote technical support to external customers
• Resolving customer service events by leveraging Philips tools and resources as needed
• Timely escalation of customer product issues for evaluation and action by higher level support
• Utilization of appropriate remote tools to resolve issue and thus avoid dispatching of service call to Field Service Engineer
• Implementing best practices and process improvements while diagnosing problems, apply effective solutions and determine follow up actions
• Driving increased productivity through utilization of remote tools and technical skills
• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities
• Work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements
• Work flexible hours (based on business needs to include overtime, weekends, and on-call rotations)
• Safely work with radiation sources and/or radioactive materials; wear all required personal protective equipment

Skills

• You've acquired 2+ years of experience in a diagnostic imaging (field or hospital-based) service environment
• Philips Image Guided Therapy (IGT) System - Azurion and/or Alllura systems experience and training is required
• Your skills include the ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment
• You have an Associate Degree in electronics or equivalent combination of education and experience
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position
• Work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements
• Work flexible hours (based on business needs to include overtime, weekends, and on-call rotations)
• Safely work with radiation sources and/or radioactive materials; wear all required personal protective equipment
• US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future
• For this position, you must reside within the contiguous United States
• BSEE/BSEET/BSME/BSMET preferred

Qualifications

Must Haves

• You've acquired 2+ years of experience in a diagnostic imaging (field or hospital-based) service environment
• Philips Image Guided Therapy (IGT) System - Azurion and/or Alllura systems experience and training is required
• Your skills include the ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment
• You have an Associate Degree in electronics or equivalent combination of education and experience
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position
• Work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements
• Work flexible hours (based on business needs to include overtime, weekends, and on-call rotations)
• Safely work with radiation sources and/or radioactive materials; wear all required personal protective equipment
• US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future
• For this position, you must reside within the contiguous United States

Nice to Haves

• BSEE/BSEET/BSME/BSMET preferred

Benefits

• Overtime eligible
• Annual incentive bonus plans
• On-call pay
• Training
• Advancement opportunities
• Annual incentive plan may be offered
• Field service incentive bonus may be offered
• Sales commission may be offered
• Long-term incentives may be offered
• Generous PTO
• 401k with up to 7% match
• HSA with company contribution
• Stock purchase plan
• Education reimbursement