Field Service Engineer 3 IGT (Allura/Azurion/C-Arms) & DXR systems (Lebanon,NH)

Job Description

Job TitleField Service Engineer 3 IGT (Allura/Azurion/C-Arms) & DXR systems (Lebanon,NH)Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees may request a reasonable accommodation.*If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.*Montana employees are currently excluded from this requirement at this time.Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow. But it?s not just what we do, it?s who we are. We are 80,000, wonderfully unique individuals, with two things in common: and a relentless determination to deliver on our customers? needs. It?s what inspires us to create meaningful solutions ? the kind that make a real difference ? when it matters most. The world and our customers? needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That?s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.In this role, you have the opportunity toThe purpose of the Field Service Engineer is to support the technical needs of Philips customers, providing maintenance and installation to HealthTech products & services, maximizing customer satisfaction by seeking opportunities to support our customers further and deliver value. This family is technical in nature, with strong customer focus, and works collaboratively with the wider organization to provide exceptional service to our customers. Responsible for identification and resolution or escalation of customer issues, providing the customer with timely communication and involving appropriate resources to address the issue(s). ?You are responsible forCustomer Ownership* Build credibility and trust with customers by conducting pro-active customer visits.* Provide appropriate, timely, and regular communications to customer and internal key stakeholders regarding customer and equipment issues.* Demonstrate a sense of urgency to identify and resolve customer issues. Follow the appropriate escalation process.* Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times. Understand, explain, and leverage knowledge of customers business and competitive environment.* Generate revenue growth by offering solutions aligned with service portfolio.Teamwork* Adopt, develop and implement best practices. Provide feedback and recommendations for product and process improvements.* Proactively schedules activities & makes him/herself available to assist others.* Seeks out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Assists in identifying training gaps within the team.* Acts as a mentor/coach in the technical and soft-skill development of peers. * Actively participates as a member of regional work team and works to improve team processes.* Provides proactive leadership in the improvement of customer relationships, expectations and satisfaction.Compliance* Operate under the required knowledge of State and Federal regulatory requirements. Adheres to established training, quality, and safety requirements. * Manages company assets effectively in accordance with established Philips processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, equipment, company vehicles, business expenditures, etc.* Performs all administrative duties within established Philips and regulatory timeframes including timesheets, service work orders, expense reports, Field Change Orders, preventative maintenance, installation documents, site and service documentation, and other related paperwork.Technical* Must be qualified and perform work in at least one modality. May be asked to become qualified in and perform work in multiple modalities. Recognized as an expert in and outside of assigned team. Pursues knowledge of technical advances and current industry trends. Seeks out formal and informal training opportunities.* Resesolve equipment and customer issues.* Complete PMs, FCOs, installations, and all related tasks.* Diagnose and resolve electronic, network, and mechanical problems. Ability to identify application and image quality issues.* Utilize tools, support, resources and escalation processes within required time frames to resolve customer and system problems timely and effectively. * May be asked to perform service work remotely providing telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners in order to resolve customer equipment issues and initiate escalation, if appropriate.To succeed in this role, you should have the following skills and experience* Bachelor?s Degree in electronics or equivalent combination of education and experience. At least 8 years experience in diagnostic imaging, preferably in a field service environment.* Prefer BSEE/BSEET/BSME/BSMET. * Working knowledge of computers and networking.* Knowledge of IGT (Allura/Azurion/C-Arms) and DXR systems strongly preferred* Have and maintain a valid driver?s license and a driving record that is in compliance with Philips Fleet Policy.* 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. Understanding of mechanical theory preferred.* Experience with ultrasound equipment required.* Strong organizational skills, self-disciplined, and the ability to work independently.* Ability to communicate effectively with various levels of employees and customers both verbally and in writing.* Ability to effectively operate in a team driven environment and share knowledge to achieve assigned goals and objectives. * Ability to adapt to changing work requirements in a complex, fast pace environment.* Understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.* Ability to read and interpret schematics and site drawings.* Must live in the New Hampshire/Vermont area and be able and willing to travel around that area to customer sites (eligible for fleet vehicle).Physical Demands and Work Environment* Job operates in the hospital/medical environment and remotely from home office location. * Potential exposure to hazardous physical, chemical, radiological and biological agents and loud noise.* May work in environments where devices producing one or more of the following may be in use: high levels of radiation, high magnetic fields, high voltages, compressed and liquefied gases, and radioactive materials. Strict adherence to corporate and site safety procedures is mandatory.* Frequently in contact with electrical equipment.* This role routinely uses standard office equipment such as computers, phones, medical test equipment.* Average driving is 1-4 hours daily and may exceed 50% at times. Occasional overnight stays and travel by air or train may be required. * Responsible for carrying and monitoring company cell phone and being available and responsive during scheduled and non-scheduled hours, except during rest and meal periods as required by applicable state law.* Must be flexible in working hours as this position will require customer supp

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