Philips MR Technical Support Engineer

GE HealthCare Voluson Ultrasound; United States; On-site; USD 92,000 - 138,000; Full time

Job summary

Join a leading healthcare company as a Philips MR Technical Support Engineer. You will drive customer satisfaction by providing technical support and counsel to field engineers and clients. This role involves both remote and onsite support, requiring a strong background in servicing mechanical and electrical equipment. Ideal candidates will have extensive experience with Philips MR systems and strong problem-solving skills.

Benefits

Medical, Dental, and Vision Insurance

401(k) Plan with Company Contributions

Tuition Reimbursement

Paid Time Off

Qualifications

• 8+ years experience servicing mechanical/electrical equipment.
• 5 years diagnostic imaging experience with Philips MR systems.

Responsibilities

• Provide remote and on-site technical support for Philips MR products.
• Coach and train Field Engineers to ensure skills meet business needs.

Skills

Technical Problem Solving

Customer Service

Teamwork

Education

High School Diploma/GED

Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering

Tools

Siebel CRM

Job description

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Job Description Summary

The Philips MR Technical Support Engineer (TSE) drives customer satisfaction through Service Excellence by providing technical support and counsel both remote and onsite to Field Engineers (FE’s), Client Service Technicians (CST’s), and Customers experiencing system performance issues.

Responsibilities

1. Provide remote and on-site technical support for Philips MR products Intera, Achieva, Panorama, Ingenia product families plus Workstations.
2. Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support.
3. Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.
4. Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
5. Utilize “Gameplan” tool to drive Service effectiveness. Contribute knowledge to the Problem Solution Database (PSDB).
6. Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
7. Support Material and Purchased Service cost improvement initiatives for the modality.
8. Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.
9. Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. This may include leveraging remote service capabilities to improve remote troubleshooting and remote fix rates.
10. Work with Modality / Service Engineering, Product Engineering, and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.
11. Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. Serves as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.
12. Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.
13. Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.
14. Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).
15. Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience. Knowledge and experience using Siebel Customer Relationship Management (CRM) software and other remote tools as required.

Required Qualifications

1. High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment, OR Associate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipment OR Equivalent military education to Associates or Bachelor’s degrees AND 5 years of experience servicing mechanical and/or electrical equipment.
2. Must have consistently performed as an FE II and/or an FE III, or the equivalent external to GEHC with a minimum of 5 years of diagnostic imaging experience with regards to the repair and maintenance of Philips MR systems.
3. Ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems.
4. Must have and maintain a valid Driver’s License.
5. Ability to travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).
6. Willingness to work rotating late shift coverage, scheduled On-Call, including weekends, for critical issues and coverage, as necessary.
7. Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
8. The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).

Desired Qualifications

1. 2 or 4 year degree in an Engineering discipline.
2. Experience interfacing with both internal team members and external customers as part of a solution-based service process.
3. Ability to stay calm in pressurized situations and coach people through solving problems.
4. Exceptional teamwork, verbal, and written communication skills.
5. Ability to extract applicable information during a troubleshooting process and use that information to help resolve issues remotely.
6. Demonstrated successful history of technical problem solving and resolution supporting Philips MR equipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
7. Healthcare Imaging understanding to include: image quality/ HHS standards, post processing for DICOM, PACS and/or advanced computer networking.
8. Experience with Philips applications, Web applications, and the Microsoft suite of products.
9. Strong customer service skills.
10. Highly motivated team player.
11. Prior project or technical leadership experience.
12. Training skills.
13. Networking certification, or related networking experience.
14. Basic financial analysis abilities.
15. Lean / Six Sigma Certified.
16. Ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

Additional Job Description

For U.S. based positions only, the pay range for this position is $92,000.00-$138,000.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

Compensation Grade OTHSAL

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunities Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening.

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: No

Application Deadline: June 27, 2025

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Medical Equipment Manufacturing