Remote Service Engineer

Lensa; United States; Remote; USD 100,000 - 120,000; Full time

Job summary

A leading health technology company is seeking a Remote Service Engineer to manage customer technical requests and provide solutions. The ideal candidate will have experience in CT/MR/IGT and a strong customer-centric approach. This role requires excellent communication skills and the ability to work independently while collaborating with a team.

Qualifications

• Minimum 3+ years of experience in CT/MR/IGT preferred.
• Experience with Philips's equipment and knowledge of computers.

Responsibilities

• Receive and handle customer technical requests.
• Provide advanced first line remote technical support.
• Document service records and maintain customer communication.

Skills

Communication

Problem Solving

Customer-Centric Mindset

Education

Bachelor's Degree in Computer Science

Tools

Networking Theory

Job description

1 day ago Be among the first 25 applicants

Lensa is the leading career site for job seekers at every stage of their career. Our client, Philips, is seeking professionals. Apply via Lensa today!

Job Summary

Remote Service Engineer is to receive, understand, route and handle customer technical requests such as product or service malfunctions and being proactive, predictive, upgrades and installations, and can be provided verbally, electronically or remotely or via accessing Philips Remote Service channels.

Your Role

• The Remote Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.
• Receives, registers, and provides technical service to the requests or problems coming in from all media channels and communicates solutions or actions, acting in accordance with our regulatory guidelines.
• Solutions are provided by using Remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping the customer informed of the service status.
• Focuses on Remote Resolution, where this is not possible provides a clear action plan, with parts (if required), and diagnosis before dispatch.
• Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration and action.
• Provides advanced first line remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines.
• Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system.
• Taking ownership of the customer’s case in an ambassador role, ensuring where required the correct knowledge & diagnostics are captured to allow for First Time Right when the Field engineer attends site.
• Acts as Escalation Initiator on Customer service escalations and provides a clear escalation description of steps taken for resolution/troubleshooting during normal service delivery process steps.
• Acts on Complaints (safety / non safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, to allow for timely follow up.
• Provides centralized added value services to multiple markets, like proactive monitoring and alert handling from proactive monitoring tools
• Provides non-customer intimacy related support to multiple markets, like security patches installation and upgrades support.
  
  

You're The Right Fit If

• Minimum 3+ years of experience in CT /MR / IGT (preferred) and preferably in a field service environment.
• Your skills include experience with Philips's equipment, knowledge of computers and networking.
• Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.
• You have a four-year degree in Computer Science, Information Technology, or a related field (preferred).
• You’re an excellent communicator and problem solver with a customer-centric mindset, capable of working independently while collaborating effectively within a team.
  
  

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.

This is a remote based 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.
  
  

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Lensa by 2x

Sign in to set job alerts for “Service Engineer” roles.

United States $100,000.00-$120,000.00 1 week ago

Field Service Engineers & Field Service Technicians (mid to sr levels) - EV Charging Station Infrastructure (Full Benefits Package)

Florida, United States $77,000.00-$77,000.00 1 week ago

Oregon, United States $70,000.00-$85,000.00 3 months ago

New York City Metropolitan Area 4 weeks ago

United States $84,500.00-$88,000.00 2 weeks ago

United States $70,000.00-$95,000.00 1 week ago

Elk Grove Village, IL $70,000.00-$85,000.00 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.