Remote Service Engineer - Multimodality

About the Role

We have an 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 position is focused on delivering advanced technical service support to our customers, creating an experience without equal every day. As a Remote Service Engineer, you will thrive in engaging 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 to our customers.

Key Responsibilities

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

Qualifications

• Relevant degree in Biomedical and/or Engineering with at least 2 years of experience within medical devices is highly regarded.
• Positive attitude and enthusiasm to learn, with the ability to work in a team.
• Previous experience in maintenance and troubleshooting of servers, network switches, and technically complex systems is required; prior field experience is a plus.
• Integrity and commitment to customer service with strong communication skills to deliver the best experience possible.
• Savvy IT skills and experience with Microsoft products.
• Proactive ownership of problems through to completion (end-to-end ownership of cases).
• Ability to work under pressure and with attention to detail.
• Understanding of the importance of service record quality.

Work Environment

• This role is primarily remote, focusing on delivering advanced technical service support.

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.

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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.