Service Engineer – Multimodality

Remote Service Engineer – Multimodality

Join Philips, a global health technology company, as a Remote Service Engineer specializing in Multimodality within our ASEAN team. This remote role offers the opportunity to deliver exceptional technical service support and contribute to improving healthcare access worldwide.

About the Role

As a Remote Service Engineer, you will be the first point of contact for customers, providing advanced technical support for Hospital Patient Monitoring (HPM) and Imaging Systems. You will engage with customers to resolve inquiries, troubleshoot issues, and ensure a seamless experience, embodying a "First Time Right" and End-to-End approach. You will collaborate closely with Technical Support, Technology, Service, and Commercial teams to overcome challenges and maintain high customer satisfaction.

Key Responsibilities

• Deliver first-line remote technical support for Hospital Patient Monitoring (HPM) systems, including remote diagnosis and issue resolution to maximize system uptime.
• Manage the entire lifecycle of service cases, from initial call handling and case creation to documentation, contract validation, and quotation preparation.
• Proactively monitor connected systems to identify potential issues early and contribute to zero-downtime objectives.
• Escalate complex technical issues with clear diagnostic information and provide effective remote support to field engineers.
• Coordinate onsite service visits by scheduling, identifying necessary parts, ordering, and managing logistics to enhance first-time fix rates.
• Ensure all service activities comply with regulatory and quality requirements.
• Maintain clear and proactive communication with both customers and internal stakeholders.
• Participate in advanced training and continuous learning to deepen technical expertise within the assigned modality.
• Undertake any ad hoc duties as assigned by the team leader.

Requirements

• A relevant degree in Biomedical and/or Engineering is preferred, with at least 2 years of experience in medical devices being highly regarded.
• A positive attitude, enthusiasm for learning, and the ability to work effectively within a team.
• Previous experience in the maintenance and troubleshooting of servers, network switches, and technically complex systems. Prior field experience is required.
• Integrity and a strong commitment to customer service, complemented by excellent communication skills.
• Proficient IT skills, including experience with Microsoft products.
• Demonstrated ability to take proactive ownership of problems through to resolution (end-to-end case ownership).
• Ability to work under pressure while maintaining a high level of attention to detail.
• An understanding of the importance of quality service record keeping.

About Philips

Philips is a health technology company dedicated to improving people's lives through meaningful innovation. We believe that every human matters and are committed to ensuring everyone has access to the quality healthcare they deserve. Join us and do the work of your life to help the lives of others.