AddressJob Title
Remote Service Engineer - HPM
Philips is a leading global healthcare company aiming to improve the lives of 2.5 billion people by 2030. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.
Your role:
We have an opportunity for a Remote Service Engineer to join our NSW team based in North Ryde specialising in Hospital Patient Monitoring (HPM).
Reporting to the Service Delivery Team Leader, this position is focused on delivering advanced technical service support expertise to our customers, creating experience without equal every day.
As a Remote Service Engineer, you will thrive in providing high touch 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 approach.
You will work collaboratively with Technical Support, Technology and Service teams to remove barriers and facilitate an exceptional and consistent experience to our customers. This role will also lead to opportunity to include both remote and in field service.
Your key main responsibility will be:
Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our HPM devices
Create a case for the customer call, verifying contract entitlement
Proactive monitoring of systems to achieve zero downtime
Where a remote diagnosis is not possible look to book a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix
Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery
Ensure 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 job
Escalate technical issues when required as well as support infield engineers with technical knowledge whilst performing handover
Identify opportunities whereby we can improve the customer experience
Demonstrate agility to support other Service Delivery teams as required to ensure customers receive a consistent positive customer experience
Expected to report to the office at least twice/thrice a week
You're the right fit if:
You will have relevant degree in Biomedical and/ or engineering with previous experience within Medical devices highly regarded.
At least 2-3 years experience in maintenance and troubleshooting of technical complex systems in Hospital Patient Monitoring or equivalent and experience in working in a team-based service environment would be ideal
Has experience in Process and Continuous Improvement
Demonstrated integrity and commitment to customer service with strong communication skills to deliver the best experience possible
Savvy IT skills and experience with Microsoft products
Proactive ownership of problems through to completion
Ability to work under pressure and with attention to detail
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.
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.
