Customer Support Engineer - JP2060

Philips Iberica SAU; City of Brisbane; On-site; AUD 85,000 - 105,000; Full time

Job summary

Philips Australia is seeking a Customer Support Engineer for the JP2060 programme to perform preventative and corrective maintenance on medical devices including patient monitoring, defibrillators, ventilators and anesthesia systems.

You will inspect equipment, document service records, manage technical escalations, and provide on-site engineering support across Australia, with travel to defence establishments and customer sites as required.

Qualifications

• Degree-level education or equivalent experience in Biomedical engineering, Electrical Engineering or related field.
• Minimum 2 years experience in customer-facing service engineering within medical equipment industry.
• Full AU driver's license.
• Police checks and Military clearance checks required.

Responsibilities

• Perform preventative and corrective maintenance on Philips equipment as part of JP2060 contract.
• Conduct inspections and provide on-site engineering support to customers.
• Accurately document service records with diagnostics, resolutions and test procedures.
• Manage customer escalations and feedback following approved processes to ensure timely resolution.
• Lead in managing and supporting technical escalations through to resolution.

Skills

Strong IT skills

Customer-facing service engineering

Education

Biomedical or Electrical Engineering degree

Job description

Job Title

Customer Support Engineer - JP2060

Job Description

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.

Saab Australia (Saab) and Philips Australia have signed a contract for the delivery of innovative healthcare solutions as part of Australia’s deployable health capability (DHC) program. This Joint Programme is an Australian Government Department of Defence, multi-phase project which involves the identification and development of Healthcare capabilities required to prevent, treat, manage and evacuate casualties during joint military operations, in the defence of Australia and its interests. It is also intended that this capability will be used by the ADF to support disaster relief & humanitarian activities.

Your role:

This is an exciting new opportunity to join the Philips teams as the Field Service Engineer on this programme. You will be required to perform maintenance activities (Preventative & Corrective), conduct inspections of technical and non-technical in nature and also provide engineering support to our customer. Equipment involved will include Patient Monitoring, Defibrillators, Ventilators, Anesthesia systems, Electrosurgery systems, etc.

Key responsibilities include:

• The On Site Bio Med / Field Service Engineer is the ambassador of Philips within the project ensuring that all customers are satisfied while meeting or exceeding our on site activities.
• Executes technical service to the requests, problems, or planned service activities.
• Accurately documents service records inclusive of diagnostics, resolution & test procedures and case status using the service management system.
• Actively Involved in Customer escalations, Complaints (safety / non-safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, managing associated action plans to completion.
• Will be technically competent as a Bio Med engineer to be able to manage all support aspects of the contract for all products offered under Philips workshare in JP2060.
• Able to perform maintenance activities, Level One repairs and Problem Solving irrespective of vendor
• Taking a lead in managing and supporting technical escalations through to resolution ensuring all stakeholders are continually updated on progress according to the company process.
• 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.
• Be able to work reasonable additional hours outside business hours at such times as are necessary to efficiently and effectively carry out the job role as defined by Philips from time to time.

The successful candidate will be responsible for undertaking all required maintenance and support activities for equipment from various manufacturers, including:

• Corrective Maintenance
• Preventative Maintenance
• Functionality test
• ES testing (electrical safety testing)
• Additional inspections which (technical or non-technical in nature)
• Engineering Support.

You will deliver service and be based at the JP2060 Support Centre at Bundamba, QLD but there will be regular travel requirements to various Defense establishments within Australia as below:

• Queensland - Brisbane (Enoggera), Ipswich (Amberley) Townsville
• Northern Territory - Darwin
• South Australia - Adelaide
• New South Wales – Sydney, Newcastle, Regional NSW
• Victoria – Regional, Albury
• Tasmania

You’re the right fit if:

• A degree-level education or equivalent experience in Biomedical engineering, Electrical Engineering or experience as an Engineer in the Australian Defense Force specializing in Communications Electronics, RADAR, Instrumentation or Avionics.
• Minimum 2 years experience in customer-facing service engineering background within the medical equipment industry would be ideal.
• Strong IT skills, and the ability to work in a fast-paced environment.
• You are amenable to frequent travel as per business needs
• To be successful, you will be required to hold a full AU driver's license.
• Police checks and Military clearance check will also be required.

How we work togetherWe believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. Indicate if this role is an office/field/onsite role.

About PhilipsWe 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.

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.