Remote Service Engineer - Multimodality

We have an exciting opportunity for a Remote Service Engineer to join our ASEAN team, specializing in Hospital Patient Monitoring and Imaging Systems. Reporting to the Remote Service Team Leader, this role is pivotal in delivering advanced technical service support to our customers, ensuring an unparalleled experience.

About the Role

As a Remote Service Engineer, you will be at the forefront of technical support, engaging with customers to resolve inquiries about products and services, and addressing technical issues. You will embody a "First Time Right" and "End-to-End" approach, working collaboratively with various internal teams to guarantee exceptional customer experiences.

Key Responsibilities

• Provide first-line remote technical support for Hospital Patient Monitoring (HPM) systems, including remote diagnosis and issue resolution to maximize uptime and customer satisfaction.
• Manage end-to-end service cases, encompassing call handling, case creation, documentation, contract entitlement validation, and quotation preparation.
• Proactively monitor connected systems to identify and address potential issues, supporting zero-downtime objectives.
• Escalate complex technical issues with clear diagnostics, providing effective technical handover and remote support to field engineers.
• Coordinate onsite service visits, including scheduling, parts identification, ordering, and logistics to enhance first-time fix rates.
• Ensure all service activities comply with regulatory and quality requirements, maintaining clear, proactive communication with customers and internal stakeholders.
• Participate in advanced training programs and continuous learning to deepen technical knowledge for troubleshooting complex issues within the assigned modality.
• Undertake any ad hoc duties as assigned by the team leader.

Your Profile

• A relevant degree in Biomedical and/or Engineering, with at least 2 years of experience in medical devices being highly regarded.
• A positive attitude, enthusiasm for learning, and the ability to work effectively within a team.
• Previous experience in maintaining and troubleshooting servers, network switches, and technically complex systems; prior field experience is required.
• Integrity and a strong commitment to customer service, coupled with excellent communication skills.
• Proficiency in IT skills and experience with Microsoft products.
• Proactive ownership of problems through to completion (end-to-end case ownership).
• Ability to perform under pressure with meticulous attention to detail.
• Understanding of the importance of service record quality.

How We Work Together

We foster a collaborative environment where teamwork is paramount. For office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence at company facilities. Field roles are performed at customer or supplier locations.

About Philips

Philips is a health technology company dedicated to improving lives by ensuring everyone everywhere has access to the quality healthcare they deserve. Join us to do the work of your life and impact the lives of others. Learn more about our business, history, and purpose.