Remote Service Engineer - DXR

Philips; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Philips seeks a Remote Service Engineer specializing in Digital Xray to deliver advanced technical support. This role requires managing customer interactions, providing diagnostics, and collaborating with technical teams to ensure service excellence. Candidates should have a Biomedical Engineering degree and experience with medical devices.

Qualifications

• Degree in Biomedical Engineering or related field.
• Experience with medical devices preferred.
• Strong customer service orientation and communication skills.

Responsibilities

• Manage inbound calls and provide initial diagnosis for DXR devices.
• Proactively monitor systems to achieve zero downtime.
• Schedule in-field engineer visits when remote diagnosis is insufficient.

Skills

Customer Service Orientation

Communication Skills

Problem Ownership

IT Proficiency

Attention to Detail

Education

Degree in Biomedical Engineering

Tools

Microsoft Products

Job description

Job Title: Remote Service Engineer - DXR

Company: Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation across Imaging, Information, and Monitoring systems.

Your opportunity:

We are seeking a Remote Service Engineer specializing in Digital Xray (DXR), reporting to the Service Delivery Team Leader. This role focuses on delivering advanced technical support to our customers, creating an exceptional experience daily.

As a Remote Service Engineer, you will provide high-touch interactions with customers, responding to first-line technical support inquiries about products, services, problems, and service requests, with a First Time Right approach.

You will collaborate with Technical Support, Technology, and Service teams to ensure an exceptional and consistent customer experience. The role may include both remote and in-field service opportunities.

Main responsibilities include:

1. Manage inbound calls, remotely access systems, and provide initial diagnosis for DXR devices.
2. Create cases for customer calls, verify contract entitlements.
3. Proactively monitor systems to achieve zero downtime.
4. Schedule in-field engineer visits when remote diagnosis is insufficient, and order parts to achieve first-time fix.
5. Confirm parts availability, process orders, and update field engineers on delivery status.
6. Keep customers informed about next steps and delays.
7. Escalate technical issues and support in-field engineers with technical knowledge during handover.
8. Identify opportunities to improve customer experience.
9. Support other Service Delivery teams as needed to ensure consistent service.

Qualifications:

• Degree in Biomedical Engineering or related field; experience with medical devices preferred.
• Experience in maintenance and troubleshooting of complex DXR systems; field experience required.
• Strong customer service orientation, communication skills, and integrity.
• IT proficiency, especially with Microsoft products.
• Proactive problem ownership and attention to detail under pressure.

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, aiming to improve 2.5 billion lives annually with innovative solutions across the health continuum.

Philips is committed to diversity and inclusion. We encourage applications from all backgrounds, including Indigenous peoples, Māori, and Pacific Peoples. We provide accommodations upon request for accessibility during the application process.