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Philips Service Engineer IGT / DXR India, Tamil Nadu, Chennai 430186799
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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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