Field Service Engineer

Philips; India; Remote; INR 600,000 - 900,000; Full time

Job summary

Philips seeks a Field Service Engineer to deliver field-based technical support, maintenance, and installations for Cathlab, X-ray, and related systems in India. You will document diagnostics, adhere to procedures, and aim for first-visit resolutions while addressing customer escalations and identifying opportunities for value-added services.

The role requires 4–8 years of experience, strong IT/network skills, and a commitment to regulatory compliance and high service quality.

Qualifications

• 4–8 years experience with Cathlab, X-ray, C-arm systems.
• Strong IT and network knowledge and good communication skills.
• Familiarity with regulatory compliance in medical devices.

Responsibilities

• Provide field technical support including troubleshooting, repair and installation.
• Document service activities with diagnostics and test results.
• Follow established processes while exercising judgment for quality.
• Record time, parts usage and outcomes accurately.
• Prepare for visits by diagnosing issues and organizing parts.
• Address customer escalations and feedback to maintain trust.
• Complete field service tasks using diagnostic tools and techniques.
• Identify potential sales opportunities during visits and propose value-added services.
• Continuously expand product knowledge to sustain service excellence.

Skills

Regulatory Compliance

Data Analysis

Root Cause Analysis

Troubleshooting

Escalation Management

Service Operations

Technical Documentation

Customer Service

KPI Monitoring

Product Installation

Job description

Job Title

Field Service Engineer

Job Description

The Field Service Engineer is responsible for delivering technical support and maintenance services including troubleshooting, repairs, and installations. The role documents detailed service activities, working under direct supervision and prepares for service visits to achieve first-visit resolution. The role takes an active role in addressing customer escalations and feedback and executes moderately complex service tasks in the field. The role supports business growth by identifying sales opportunities and value-added services, continuously expanding product knowledge to maintain high standards of service and technical expertise.

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 Experience: 4 to 8 years of experience on Cathlab, Xray, C-arm with IT, Network knowledge and good communication skills.

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 InstallationProduct Repair & Maintenance

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

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.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

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