Philips Service Engineer - Diagnostic X-Ray 

Australia, New South Wales 

520132492

. T

As a Remote Service Engineer, you will thrive inengaging inand End-to-End approach.

You will work collaboratively with Technical Support, Technologyand Commercial

will be:

• Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our DXR devices

• Create cases for customer calls, verifying contract entitlements

• Proactivelymonitor systems to achieve zero downtime

• Where a remote diagnosis is not possible, booking a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix

• Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery

• Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job

• Escalate technical issues when required as well as support field engineers with technical knowledge whilst performing handover

• Identify opportunities whereby we can improve customer experience

• Demonstrate agility to support cross-functionally across teams as required to ensure customers receive a consistent positive customer experience

:

• Relevant degree in Biomedical and/or engineering with previous experience within medical devices highly regarded.

• Previous experience in maintenance and troubleshooting of technically complex systemsindiagnostic x-raywith priorfield experience is required.

• 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