Philips Customer Support Engineer - Northern NSW in Sydney, Australia

Job title

Field Services Engineer

R eport to

Services Delivery Manager or Team Lead Field Services

Aim of the job

Responsible for maintaining and installing professionally Healthcare equipment and maximizing customer satisfaction.

Key Areas of Responsibility

  • Install Philips Healthcare (PH) equipment according standards with respect to quality and installation time as set by PH

  • Perform planned maintenance and equipment modifications within the scheduled time and to the quality standards set by PH

  • Perform corrective maintenance, supported when necessary by tier-2 support helpdesk

  • Demonstrate commitments to meet customer needs and requirements by ensuring all given quality standards

  • Submit timely and accurate service data, job sheets, reports, expense claims, radiation film badges, field problem reports and other paperwork as assigned

  • Be aware of customer needs and potential commercial leads (Philips Lifecycle Solutions – PLS) through customer visits and provide feedback and recommendations to the management, relevant people within the organization

  • Support the District Customer Services & Operations Manager and the Customer Services Account Manager as appropriate with contract renewals etc.

  • Use company property with care to ensure optimal results with minimal operational costs

  • Keep abreast of new technologies likely to affect PH range of products

  • Be a professional representative for PH with respect to customer problems, ensuring personal acceptability by the customer in appearance and behavior in accordance with PH policy and targets

  • Responsible for executing service events (maintenance & Installation) in compliance with applicable version of Business Unit (BU) / Business Line (BL) service manuals and relevant PH quality standard policies

  • Responsible for completeness and accuracy of service records with particular attention to test & inspection results

  • Responsible for adopting appropriate ESD control while servicing PH equipment

  • Responsible for using appropriate electronic measurement equipment in calibration controlled cycle

  • Responsible for reporting identified device safety issues according to applicable PH quality standard policy

  • Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner

Authorities

  • Order spare parts

  • Execute service activities when product certified

  • Initiate quote generation

  • Initiate new and changes in Installed Base data

Key measures

  • Consignment stock days

  • Jobs / FSE day

  • Initial Quality (IQ) and Continuous Quality (CQ) Survey

  • Service Order Closure (Days)

Education & Experience

  • Degree level education or equivalent

  • Experience in maintenance and troubleshooting of technical complex systems

  • Fluent in English, verbal and written in addition to local language

Competencies required

See competency framework

Philips Healthcare is one of the world’s top three medical device companies. We aim to improve the quality of people’s lives through developments including imaging systems, customer services, information and monitoring systems. The Healthcare sector will challenge your thinking, develop your professional skills and bring you into contact with people who share the same commitment to simplicity and world-class service.

Being a part of Philips Healthcare means having an opportunity to drive your career in an organisation where there is incredible diversity across function, skill and geography. We are a fascinating business to be a part of – a global leader in our chosen fields with a strong emphasis on creating impact through meaningful innovation.

Your challenge

A rare and exciting opportunity has arisen for an experienced multi-modality Field Service Engineer based in Northern NSW. This is a critical customer facing role with responsibilities of maintaining and developing robust customer relationships and providing expert technical advice on maintenance, installation and servicing of our medical equipment (software & hardware) in line with our regulations and policies. Furthermore, the responsibilities also include:

  • Working collaboratively with the wider organisation to provide exceptional service to our customers. Services include corrective & preventative maintenance, commissioning & installation of equipment and software & hardware upgrades.

  • Actively participating in the sales process and providing expert technical support throughout the entire life cycle of our customer relationships (from pre-sales through to implementation and post-sales support).

  • Taking a lead in managing and supporting technical escalations through to resolution ensuring all stakeholders are continually updated of progress according to the company process.

  • Providing best-in-class service to our customers with technical support, maintenance and repairs on equipment.

  • Determining most cost effective repair/solution to minimise customer downtime.

  • Maintaining a high level of knowledge through continual training and development and keeping up to date of new technologies relevant to your area of focus and take on new technology.

We are looking for:

To be successful in this role, you will ideally have a degree level education or equivalent in Electronics, Electrical Engineering or Biomedical Engineering with experience in customer facing service engineering background within medical equipment industry. Furthermore, you will have strong IT Skills, interpersonal skills and ability to work in a fast paced environment.

Our Offer

We welcome you to a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences:

  • A competitive salary

  • Company car

  • Learning and Development opportunities through our Philips University

  • The Philips Employee Shop allows employees to buy Philips products at discounted prices.

  • Flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.