Philips Service Engineer - Image Guided Therapy 

Australia, New South Wales, Sydney 

532373800

Your key responsibilities will be:

• Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our IGT systems and devices
• Create cases for customer calls, verifying contract entitlements
• Proactively monitor 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

You will bring:

• Relevant degree in Biomedical and/or engineering with previous experience within medical devices highly regarded.
• Previous experience in maintenance and troubleshooting of technically complex systems in Image Guided Therapy, Cath Lab or C-Arm Systems with prior field 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