DXR Remote Service Engineer - Field Support & Diagnostics

Philips International; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Philips is recruiting a Remote Service Engineer to join our DXR team in North Ryde, NSW. You will remotely diagnose and support Digital X-ray devices, manage calls, verify entitlements, and coordinate parts if a site visit is required.

You will work with Technical Support and Service teams to ensure fast, accurate resolutions and exceptional customer experience, while maintaining high standards of safety and quality.

Qualifications

• Relevant degree in engineering or a technical trade; medical devices experience valued but not mandatory.
• Experience maintaining and troubleshooting DXR systems or other complex equipment is highly valued.
• Demonstrated integrity and commitment to customer service with strong communication skills.
• 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.

Responsibilities

• Manage inbound calls from customers, remotely access systems and provide initial remote diagnosis for DXR devices.
• Create a case for the customer call and verify contract entitlement.
• Proactive monitoring of systems to achieve zero downtime.
• When remote diagnosis isn't possible, book on-site engineer visits and order parts for first-time fix.
• Provide parts availability updates and coordinate with field engineers.
• Keep customers informed on next steps and any delays, escalate technical issues as needed.
• Identify opportunities to improve customer experience and support other service teams as required.

Skills

Customer service

Communication skills

Microsoft products

Technical troubleshooting

Field service

Education

Engineering degree or technical trade

Tools

DXR systems

Medical devices

Remote diagnostics

Job description

Philips is recruiting a Remote Service Engineer to join our DXR team in North Ryde, NSW. You will remotely diagnose and support Digital X-ray devices, manage calls, verify entitlements, and coordinate parts if a site visit is required.

You will work with Technical Support and Service teams to ensure fast, accurate resolutions and exceptional customer experience, while maintaining high standards of safety and quality.