Service Engineer – Hospital Patient Monitoring/Ultrasound

Remote Service Engineer – Hospital Patient Monitoring/Ultrasound

Company: Philips Location: Philippines Work Model: Hybrid Contract: Permanent Seniority: Mid-level

Philips is a global healthcare company dedicated to improving lives through innovative imaging, information, and monitoring systems. We are seeking a motivated Remote Service Engineer to join our team in the Philippines, specializing in Hospital Patient Monitoring and Ultrasound devices. This role offers a unique opportunity to provide advanced technical support and contribute to exceptional customer experiences.

About the Role

As a Remote Service Engineer, you will be the first point of contact for customers, providing essential technical support for our patient monitoring and ultrasound equipment. You will work collaboratively with various internal teams to ensure seamless service delivery and customer satisfaction. This hybrid role requires you to be based in the Philippines, with reporting lines to Service Delivery Team Leaders in Singapore and Australia.

Key Responsibilities

• Manage inbound customer calls, performing initial remote diagnosis of Patient Monitoring systems and devices.
• Create and manage customer support cases, verifying contract entitlements.
• Proactively monitor systems to minimize downtime.
• Schedule on-site engineer visits when remote diagnosis is insufficient and order necessary parts for first-time fixes.
• Confirm parts availability, process orders, and provide timely updates on part deliveries to field engineers.
• Maintain clear communication with internal and external customers regarding service progress and any potential delays.
• Escalate complex technical issues and provide technical knowledge support to field engineers.
• Identify opportunities to enhance the overall customer experience.
• Demonstrate flexibility to support cross-functional teams and ensure consistent, positive customer interactions.
• Provide remote support to customers in Australia and other parts of ASEAN as needed.

Requirements

• Bachelor's degree in Biomedical or Engineering fields; experience with medical devices is highly valued.
• Minimum of 2 years of experience in maintaining and troubleshooting medical devices. Prior field experience is preferred.
• Specific experience with Hospital Patient Monitoring and/or Ultrasound equipment is preferred.
• Strong commitment to customer service, with excellent communication skills.
• Proficient IT skills, including experience with Microsoft products.
• Ability to take ownership of problems from start to finish.
• Capacity to work effectively under pressure with a high degree of attention to detail.
• Understanding of the importance of accurate service record keeping.
• Willingness to travel for on-site support as required by business needs.

Why Join Philips?

At Philips, we are driven by a purpose to improve the health and well-being of people worldwide. We offer a dynamic work environment where you can contribute to meaningful innovation and build a career focused on customer-centric health technology solutions. Join us and do the work of your life to help the lives of others.