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Philips Field Service Engineer (Northeast - Boston, NY, NJ, CT, RI) in United States of America - Home Based, Massachusetts

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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 with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can 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.

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: An unwavering sense of purpose 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 to provide on-site, online and phone support within a Zone and nationwide, as required, to resolve complex technical problems and product issues for the Xper/Flex Cardio hemodynamic monitoring system. The specialist supports break/fix services, system upgrades, installations, new product introduction, and first of a kind installation activities.

The Field Service Engineer 2 is called upon after the first response Field Service Engineer has exhausted his / her immediate resources. The Service Engineer takes a leadership role in the completion of a satisfactory customer experience, both individually and through his/her support as a resource to the local team. They also work on areas improving customer satisfaction and company profitability by timely resolution of technical / product issues. The Field Service Engineer 2 escalates, owns and stays focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills to keep the customer and other functions of the support and problem resolution team informed.

    

Responsibilities :

LEADERSHIP:

  • The specialist takes a leadership role in the repair / solution of technical / product problems.

  • Responsible for ongoing status reporting to Service Management.

  • Performs a wide variety of tasks, multi-tasking, and change focus quickly as demands change. Adapts to varying customer needs. Manages priorities effectively.

  • As a company representative and an extension of management, acts as an advisor in response to customer inquiry and refers information to the appropriate person (applications, sales, etc.). Provides a positive cohesive company image when discussing the company, products, and management decisions, etc., with the internal and external customer.

  • May provide training and mentorship to new Field Service Engineers.

ASSET MANAGEMENT:

  • Manages company assets effectively including parts inventory levels, tools, test equipment calibration, company vehicle, business expenditures, etc. per company policy or procedure. Supports the company in improving profit contribution by ensuring that cost effective solutions are utilized in solving technical / product issues. Ensures that only the part required to resolve issues is installed. Supports the company in reducing overtime while maintaining customer satisfaction.

  • Performs all administrative duties in a complete and timely manner per policies and procedures.

TECHNICAL:

  • Monitors receipt and implementation of all technical bulletins, change notices, etc.

  • Serves on project assignments as a field expert contributing his / her knowledge to both resolution of problems or application of engineering / service memos as to changes in the product.

  • Demonstrates and expert knowledge of invasive hemodynamic monitoring. Maintains a body of knowledge on technical advances of the Xper/Flex Cardio products and current industry trends. Provides training and technical assistance to other Field Service Engineers. As the modality expert, must be available for not only site visits, but as a consultant over the phone to any engineer requiring assistance. May take the lead on new product introductions and first of a kind installation of new equipment / complex field change orders.

  • Responsible for resolution of complex technical problems within the hemodynamic monitoring system. The Specialist defines complex problems, collects data, establishes facts, and draws valid conclusions. He / she has the ability to interpret an extensive variety of technical instructions and deals with numerous abstract and concrete variables.

  • Applies advanced technical knowledge in the resolution of hardware / software platform problems and assists with application software related issues. Conducts system and performance reliability testing, as required.

  • May perform other related duties as assigned.

To succeed in this role, you should have the following skills and experience

  • BSEE / BSEET preferred, or two year formal education combined with appropriate high tech related experience.

  • Minimum of 3 years servicing Philips equipment or servicing competitors’ products.

  • Demonstrated proficiency in resolving complex technical problems in designated modality.

  • Experience with electronic circuit boards, processors and computer hardware including applications and programming.

  • Proficient in Microsoft OS and database platforms.

  • Proficient in Networking Technologies and troubleshooting methods.

  • Proficient in alternative methods in call debrief.

  • Proficient in troubleshooting and resolution of Electrostatic Discharge (ESD), Electromagnetic Field (EMF) issues found in the hospital environments.

  • Proficient in the use of Patient Simulators and Electrical Safety test equipment.

  • Knowledge of the Hemodynamic Monitoring waveforms and Vitals measured in the Catheterization (Cath)/Interventional Radiology (IR) Lab settings.

  • Understanding of the Cath/IR Lab workflow to include Pre, Post and procedural activities.

  • Understanding of medical grade video distribution system use in a Cath/IR Lab setting.

  • Comprehensive understanding of system dataflow between Xper/Flex Cardio System servers, clients and infrastructure.

  • Excellent verbal and written communication skills.

  • Ability to work cohesively and effectively with employees at all levels / departments of the organizations.

  • Demonstrated leadership skills.

  • Be available 24 x 7 via phone or pager.

  • Able to travel extensively, at least 70%, and must possess a valid driver’s license and good driving record to travel to the customer site, zone office, or identified locations for meetings.

  • Average driving is 1 to 4 hours daily.

  • Lift parts or carries parts weighing a few ounces to over 100 lbs. (assistance available when lifting items over 50 lbs.)

  • Frequently bends, stoops, twists, turns, and works in unusual positions using full body mobility.

  • Potential exposure to hazardous physical, chemical, and biological agents.

In return, we offer you

Here at Philips WE ARE Working Together for a Better Tomorrow:

Philips' dedication to enriching lives is reflected in our company, our solutions, and a commitment to our people. Philips products lead to improved healthcare, faster diagnosis and better patient outcomes. Philips employees change lives every day.

Enjoy endless opportunities to learn, and develop your career in the directions to which you aspire. Philips Healthcare is a place where you will work with others whose far-reaching ideas and accomplishments have impacted over 200 million lives already. Please help us determine what’s next. Your ideas and ability to deliver will help to transform the future of healthcare and allow you to create your own legacy. Thanks to our employees, we are at the forefront of the Healthcare industry. Healthcare providers, backed by our many market leading solutions, are able to diagnose confidently, improve care, and increase the quality of life for patients across North America each and every day. Advance your career in an environment that supports work-life balance, health & well-being and continuous learning. Making a difference begins right here, where you come first.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran

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