Philips Service Engineer - HPM 

Australia, New South Wales 

204701585

Your key main responsibility will be:

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

• Create a case for the customer call, verifying contract entitlement

• Proactive monitoring of systems to achieve zero downtime

• Where a remote diagnosis is not possible look to book 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 infield engineers with technical knowledge whilst performing handover

• Identify opportunities whereby we can improve the customer experience

• Demonstrate agility to support other Service Delivery teams as required to ensure customers receive a consistent positive customer experience

• Expected to report to the office at least twice/thrice a week

You’re the right fit if:

• You will have relevant degree in Biomedical and/ or engineering with previous experience within Medical devices highly regarded.

• At least 2-3 years experience in maintenance and troubleshooting of technical complex systemsin Hospital Patient Monitoring or equivalent and experience in working in a team-based service environment would be ideal

• Has experience in Process and Continuous Improvement

• Demonstrated 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

• Ability to work under pressure and with attention to detail