Philips Service Engineer 

Indonesia, Special Capital Region of Jakarta 

157060655

Remote Service Engineer

Your role:

• The Remote Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.

• Receives, registers, and provides technical service to the requests or problems coming in from all media channels and communicates solutions or actions, acting in accordance with our regulatory guidelines.

• Solutions are provided by using Remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping the customer informed of the service status.

• Focuses on Remote Resolution, where this is not possible provides a clear action plan, with parts (if required), and diagnosis before dispatch.

• Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration and action.

• Provides advanced first line remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines.

• Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system.

• Taking ownership of the customer’s case in an ambassador role, ensuring where required the correct knowledge & diagnostics are captured to allow for First Time Right when the Field engineer attends site.

• Acts as Escalation Initiator on Customer service escalations and provides a clear escalation description of steps taken forresolution/troubleshootingduring normal service delivery process steps.

• Acts on Complaints (safety / non safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, to allow for timely follow up.

• Provides centralized added value services to multiple markets, like proactive monitoring and alert handling from proactive monitoring tools

• Provides non-customer intimacy related support to multiple markets, like security patches installation and upgrades support.

You're the right fit if:

• Minimum 3+ years of experience in CT /MR / IGT (preferred) and preferably in a field service environment.

• Your skills include experience with Philips's equipment, knowledge of computers and networking.

• Ability to 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.

• You have a four-year degree in Computer Science, Information Technology, or a related field (preferred).

• You’re an excellent communicator and problem solver with a customer-centric mindset, capable of working independently while collaborating effectively within a team.

Onsite roles require full-time presence in the company’s facilities.
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