Philips Field Service Engineer 

Vietnam, Ho Chi Minh City 

856311125

Field Service Engineer

Key Responsibilities:

• Work collaboratively with the wider organization to provide exceptional service to our customers. Services include corrective & preventative maintenance, commissioning & installation of equipment, and software & hardware upgrades.
• Actively participate in the sales process and provide expert technical support throughout the entire life cycle of our customer relationships (from pre-sales through to implementation and post-sales support).
• Take a lead in supporting technical escalations through to resolution ensuring all stakeholders are continually updated on progress according to the company process.
• Provide best-in-class service to our customers with technical support, maintenance, and repairs on equipment.
• Determine the most cost-effective repair/solution to minimize customer downtime.
• Maintain a high level of knowledge through continual training and development and keep up-to-date with new technologies relevant to your area of focus. The Field Service Engineer is the ambassador of Philips ensuring that all customers are satisfied while meeting or exceeding our business targets.
• Executes technical service to the requests, problems, or planned service activities. These can be coordinated, scheduled, and with prepared action plans from the Customer care center. Solutions or actions should be carried out under our regulatory guidelines, processes & procedures.
• Solutions are provided by using Remote and Onsite diagnostics, troubleshooting techniques, service technical information, or knowledge, executing service work orders, and keeping the customer informed of the service status.
• Focuses on First Time Right ensuring action plans are followed, with parts (if required), and preparation such as diagnosis/troubleshooting information is executed as per action plan before the onsite visit as necessary.
• Handles complaints (safety & non-safety related) and escalations to ensure accurate and timely analysis and registration.
• Seek Lead generation for sales or value-added Service Opportunities, where we can support our customers further to deliver value.
• Support the FSE KPIs assigned individually and as a Team.
• Be able to work reasonable additional hours outside business hours at such times as are necessary to efficiently and effectively carry out the job role as defined by Philips from time to time.

Qualifications:

• A degree-level education or equivalent in Electronics, Electrical Engineering, or Biomedical Engineering
• At least 3 -5 years’ experience in customer-facing service engineering background within the medical equipment industry particularly MRI, CT, IXR/DXR.
• Handling equipment installation and commissioning, preventive and corrective maintenance, field change orders, and related service activities with a focus on quality.
• Certification or training in relevant field highly advantageous
• Good English Communication Skills (both written and verbal)
• Individual is required to travel to different areas in the country or overseas to support customers when needed
• Highly amenable to work outside business hours as needed
• Strong team player
• Demonstrates maturity in handling customers and senior stakeholders in the hospital environment
• Exhibits ethics and compliance in accordance with Philips General Business Principles