Remote Service Engineer

Descripción del puesto:

Job Title
Remote Service Engineer

Job Description

As an MR Remote Service Engineer, you play a critical role in ensuring continuity, performance, and customer trust by providing expert remote technical support for Philips Magnetic Resonance systems. You are often the first point of contact for complex technical issues, using your in-depth diagnostic skills, structured troubleshooting approach, and professional judgment to resolve problems efficiently or escalate them with precision.

Your role:
* Provides comprehensive first-line remote technical support to customers by resolving issues on MR systems, utilizing in-depth technical knowledge and troubleshooting expertise to deliver high-quality solutions.
* Receives, documents, and prioritizes complex customer service requests from multiple communication channels, ensuring all critical information is recorded in the service management system to support efficient problem resolution and case management.
* Maintains detailed and accurate documentation of all service activities, including diagnostics, troubleshooting processes, resolutions, and case statuses, ensuring that records are thorough and useful for future reference and analysis.
* Identifies, assesses, and escalates particularly complex or unresolved issues that require advanced intervention, providing a comprehensive account of the troubleshooting steps taken and coordinating with MR TSS or management to achieve resolution.
* Ensures that all remote technical support activities are performed in strict adherence to regulatory guidelines and industry standards, clearly communicating solutions and actions to customers to ensure understanding, compliance, and trust.
* Develops and refines technical skills through advanced training and hands-on experience, enhancing the ability to troubleshoot and resolve a wider range of complex issues.
* Collaborates effectively with cross-functional teams, sharing advanced technical insights, strategies, and best practices to optimize service delivery processes, improve team performance, and elevate customer satisfaction.
* Operates under general supervision in managing and resolving customer issues, applying advanced technical knowledge, critical thinking, and professional judgment to make informed decisions, while seeking guidance only for the most complex or unfamiliar scenarios.
* Establishes productive internal/external working relationships to resolve mutual problems by collaborating on procedures or transactions and applies comprehensive knowledge of company products and services to effectively address challenges and opportunities.

You're the right fit if you have:

* Education: Bachelor's Degree in Engineering, Medical, Science related field or equivalent technical education in biomedical technology, electronics, or a related field.
* Experience: Proven experience in technical support, service engineering, or field/remote service within medical imaging or complex electromechanical systems (MR experience is a strong advantage).
* Skills: Strong troubleshooting and analytical skills, customer-focused communication, and the ability to manage multiple complex cases simultaneously.
* Other: Comfortable working in a regulated environment, motivated to learn continuously, and able to collaborate effectively in a cross-functional organization.

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.

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 culture of impact with care here.

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