Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.
Your opportunity:
We have an opportunity for a Remote Service Engineer to join our team specialising in Hospital Patient Monitoring devices, reporting to the Service Delivery Team Leader. This position is focused on delivering advanced technical service support to our customers, creating experience without equal every day.
As a Remote Service Engineer, you will thrive in engaging in interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right and End-to-End approach.
You will work collaboratively with Technical Support, Technology, Service and Commercial teams to remove barriers and facilitate an exceptional and consistent experience to our customers.
Your key responsibilities will be:
Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our Patient Monitoring systems and devicesCreate cases for customer calls, verifying contract entitlementsProactively monitor systems to achieve zero downtimeWhere a remote diagnosis is not possible, booking a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fixAbility to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts deliveryEnsure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the jobEscalate technical issues when required as well as support field engineers with technical knowledge whilst performing handoverIdentify opportunities whereby we can improve customer experienceDemonstrate agility to support cross-functionally across teams as required to ensure customers receive a consistent positive customer experienceYou will bring:
Relevant degree in Biomedical and/or engineering with previous experience within medical devices highly regarded.Previous experience in maintenance and troubleshooting medical devices of with prior field experience is preferredExperience with Hospital Patient Monitoring is preferred but not requiredIntegrity and commitment to customer service with strong communication skills to deliver the best experience possibleSavvy IT skills and experience with Microsoft productsProactive ownership of problems through to completion (end-to-end ownership of cases)Ability to work under pressure and with attention to detailUnderstanding of the importance of service record qualityFresh Engineering Graduates are welcome to apply!About Philips:
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
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 innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.
Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.
Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status.
We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply.
Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.