Philips Service Engineer IGT / DXR 

India, Tamil Nadu, Chennai 

430186799

Remote Service Engineer IGT / DXR
Job Description

Remote Service Engineer - IGT/DXR

Your role:

• The RSE will be the Engineering specialist for his respective modality, such as IGT/DXR.

• Must demonstrate technical competency for remote support.

• They will remain updated and abreast of the latest technological developments in the modality's market and appraise the organization based on such developments and related competitive information.

• They will be the nodal point for the technical issues faced in the zone for their respective modality

• Receive, analyse, and handle complex customer technical requests and involve BU Product Support Specialists as needed. Also need to take care of customer reported problems within systems.

• Call Screening and remote support, identifying a technical problem via phone.

• RSN or other available remote tools & suggestions to field team.

  Alert handling, proactive monitoring, Tier 3 consultation

  Ensuring the Call dispatch to FSE in 30 Mins or less

  Adhering to RD update using RSW (100%)

  Ensuring the availability for T2 support during roaster.

• View customer’s entitlements, contracts, expiry dates, etc.

• Create and view diagnostic plan and work with FSE / RSE / ML

• Remote Diagnostics – must have the capability to prepare repair plan based on log analysis.

• Must demonstrate skillset for usage of PRS tools.

• OJT Sessions - Minimum 8 No's (Maximum Audience /Session) during their onsite travel to customer place.

• Drive for remote FCO implementation.

• Regular updates in Escalation (SMax Esc) for Level 2 Cases and ensuring closure.

• Ontime collaboration with L3 / ML / FSE for escalated / technically complex problems for getting quick and permanent solution.

• Field support – Onsite escalation support & site audit.

• PRS - Need to drive field team for 100% connectivity of the eligible systems.

• KPI’s – Deep knowledge for all delivery KPI’s and ensure performance within target

• Call Analysis - Technical analysis for identifying any failure pattern & timely brainstorming for same.

• Ensuring personal acceptability by the customer in appearance and behavior following Philips Health Systems policy and targets.

• To conform with Philips Health System safety standards including Patient safety, health, safety and security regulations and strict adherence to General Business Principals.

You're the right fit if:

• Must demonstrate working experience in IGT/DXR modality.

• Experience in Call Screening and remote support, identifying a technical problem via phone.

• RSN or other available remote tools & suggestions to field team.

• Alert handling, proactive monitoring, Tier 3 consultation

• Create and view diagnostic plan and work with FSE / RSE / ML

• Remote Diagnostics – must have the capability to prepare a repair plan based on log analysis.

• BE/B.Tech/ with 2-5 years of equivalent working experience in the industry

• Good Communication skills

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