Remote Service Engineer - Hospital Patient Monitoring

Lensa; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare company is seeking a Remote Service Engineer to provide technical support for Hospital Patient Monitoring devices. This entry-level position involves managing customer inquiries, diagnosing issues remotely, and collaborating with cross-functional teams to enhance customer experience. Join us to make a meaningful impact in healthcare technology.

Qualifications

• Experience in maintenance and troubleshooting medical devices preferred.
• Strong communication skills and commitment to customer service.
• Fresh Engineering Graduates are encouraged to apply.

Responsibilities

• Manage inbound calls from customers and provide initial remote diagnosis.
• Proactively monitor systems to achieve zero downtime.
• Escalate technical issues and support field engineers.

Skills

Communication

Customer Service

IT Skills

Proactive Case Ownership

Attention to Detail

Education

Relevant degree in Biomedical or Engineering

Tools

Microsoft Products

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 Posting Description

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 developed across a broad range of Imaging, Information and Monitoring systems.

Your Opportunity:

We have an opportunity for a Remote Service Engineer to join our team specialising in Hospital Patient Monitoring devices, reporting to the Service Delivery Team Leader. This position is focused on delivering advanced technical service support to our customers, creating experience without equal every day.

As a Remote Service Engineer, you will engage in interactions with customers to provide information in response to first-line technical support inquiries about products and services, problems, and service requests raised by customers (internal or external), embedding a First Time Right and End-to-End approach.

You will work collaboratively with Technical Support, Technology, Service, and Commercial teams to remove barriers and facilitate an exceptional and consistent experience for our customers.

Your Key Responsibilities Will Be:

• Manage inbound calls from customers, remotely accessing the system, and providing initial remote diagnosis for our Patient Monitoring systems and devices.
• Create cases for customer calls, verifying contract entitlements.
• Proactively monitor systems to achieve zero downtime.
• Where remote diagnosis is not possible, book a time slot for an engineer to attend the site, and if required, order the appropriate parts to achieve a first-time fix.
• Provide efficient confirmation of parts availability, process part orders, and update field engineers on parts delivery.
• Keep internal and external customers informed of next steps and any delays impacting the job.
• Escalate technical issues as needed and support field engineers with technical knowledge during handover.
• Identify opportunities to improve customer experience.
• Support cross-functional teams as required to ensure a positive customer experience.

You Will Bring:

• Relevant degree in Biomedical and/or Engineering, with previous experience in medical devices highly regarded.
• Experience in maintenance and troubleshooting medical devices, preferably with prior field experience.
• Experience with Hospital Patient Monitoring is preferred but not required.
• Strong communication skills, integrity, and commitment to customer service.
• Savvy IT skills and experience with Microsoft products.
• Proactive problem ownership from start to finish.
• Ability to work under pressure with attention to detail.
• Understanding of service record quality importance.
• Fresh engineering graduates are encouraged to apply.

About Philips:

We are a health technology company committed to accessible, quality healthcare for all. Join us in making a difference in people's lives through innovative health solutions.

Why Join Philips?

Working at Philips is more than a job; it’s a calling to create a healthier society through meaningful work. Help us improve the health and well-being of billions annually and build a career beyond expectations.

Visit our careers website for more information about working at Philips, employee stories, recruitment process, and FAQs.

Additional Information:

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

If interested and you meet many of the qualifications, apply even if you don't meet all requirements. We value diversity and inclusion.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting