Field Service Engineer

Philips International; Gurgaon; On-site; INR 600,000 - 900,000; Full time

Job summary

Philips Healthcare in India is seeking a Field Service Engineer for MRI systems. The role involves delivering timely, high-quality service and supporting diagnostics, installation, and repair of MRI equipment at customer sites.

You will document activities, manage parts, and strive for first-visit resolutions while contributing to service growth. The candidate should have 3–8 years of MRI healthcare experience, a relevant engineering degree, and strong regulatory understanding.

Qualifications

• Bachelor's Degree in Engineering, Medical, Science related field or equivalent.

Responsibilities

• Delivers technical support and maintenance services to customers, performing troubleshooting, repair, and installation of products and services with moderate independence.
• Documents service activities in detail, including diagnostics, resolutions, test procedures, and case status, ensuring accuracy and completeness to maintain transparency and traceability.
• Works under direct supervision, following established processes, and using independent judgment to ensure compliance with operational policies and the delivery of high-quality service.
• Tracks and records customer interaction time, parts usage, and service outcomes in real-time with high accuracy, contributing to operational efficiency and accountability.
• Prepares for service visits by diagnosing issues, organizing necessary parts, and formulating clear action plans, striving for first-visit resolution to enhance customer satisfaction.
• Assists in addressing customer escalations, complaints, and feedback, coordinating the implementation of action plans to resolve issues efficiently.
• Executes service tasks in the field, utilizing diagnostic tools and troubleshooting techniques, while managing more complex issues and ensuring smooth operation and reliability of products.
• Supports business growth by identifying potential sales opportunities during field service visits, engaging with customers to enhance overall service delivery.
• Expands knowledge of assigned products and services continuously, seeking opportunities for improvement in service delivery.

Skills

Regulatory Compliance

Data Analysis

Root Cause Analysis

Troubleshooting

Escalation Management

Service Operations

Technical Documentation

Customer Service

KPI Monitoring

Product Installation

Product Repair

Education

Bachelor's Degree in Engineering or related field

Job description

Job Title

Field Service Engineer - MRI

Job Summary

The Prime role of a Field Service Engineer is to achieve Customer delight by providing Timely and Quality service and in turn generate revenue for the organization.

Job Responsibilities

• Delivers technical support and maintenance services to customers, performing troubleshooting, repair, and installation of products and services with moderate independence, while adhering to regulatory guidelines and company standards.
• Documents service activities in detail, including diagnostics, resolutions, test procedures, and case status, ensuring accuracy and completeness to maintain transparency and traceability.
• Works under direct supervision, following established processes, and using independent judgment to ensure compliance with operational policies and the delivery of consistent, high-quality service.
• Tracks and records customer interaction time, parts usage, and service outcomes in real-time with high accuracy, contributing to operational efficiency and accountability.
• Prepares for service visits by diagnosing issues, organizing necessary parts, and formulating clear action plans, striving for first-visit resolution to enhance customer satisfaction and service effectiveness.
• Assists in addressing customer escalations, complaints, and feedback, coordinating the implementation of action plans to resolve issues efficiently and maintain customer trust.
• Executes service tasks in the field, utilizing diagnostic tools and troubleshooting techniques, while managing more complex issues and ensuring smooth operation and reliability of products.
• Supports business growth by identifying potential sales opportunities or value-added services during field service visits, actively engaging with customers to enhance overall service delivery.
• Expands knowledge of assigned products and services continuously, seeking opportunities for improvement in service delivery to maintain high standards of customer support and technical expertise.

Minimum required Education

Bachelor's Degree in Engineering, Medical, Science related field or equivalent.

Minimum required Experience

Minimum 3-8 years of experience in healthcare industry with expertise on Magnetic Resonance Imaging (MRI) modality.

Preferred Skills

• Regulatory Compliance
• Data Analysis & Interpretation
• Root Cause Analysis (RCA)
• Troubleshooting
• Escalation Management
• Service Operations
• Technical Documentation
• Customer Service
• KPI Monitoring and Reporting
• Product Installation
• Product Repair & Maintenance

About the Organization

Rated amongst the Top 50 Great Places to Work, Philips Healthcare in India operates in the medical equipment and diagnostic imaging segment including CT, MRI, X-rays, cardiovascular system, nuclear medicine, PET-CT, ultrasound, Patient monitoring systems, critical care and Healthcare informatics space. India healthcare business is spread into 28 states in India and 7 union territories. Operations for neighboring countries of Nepal / Bangladesh and Sri Lanka are also covered from here. The organization is divided into 5 regions - North, East, West, Deccan and South and have sales / service/ projects teams based in the regions. We are operating in a fast changing technology space with new product introductions happening regularly to keep pace with changing competition landscape.

How we work together

We 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 Philips

At Philips, we believe that every human matters. 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.

As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.

It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law.

As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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