Remote Service Engineer - Hospital Patient Monitoring/Ultrasound

Your opportunity:

We have an opportunity for a Remote Service Engineer to join our team specialising in Hospital Patient Monitoring/Ultrasound devices based in the Philippines.

This role will be reporting to the Service Delivery Team Leader based in Singapore with a dotted line to a Service Delivery Team Leader in Australia. This position is focused on delivering advanced technical service support to our customers, creating experience without equal every day.

As a Remote Service Engineer, you will thrive in engaging in interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right and End-to-End approach. 

You will work collaboratively with Technical Support, Technology, Service and Commercial teams to remove barriers and facilitate an exceptional and consistent experience to our customers.  

Your key responsibilities will be:

• Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our Patient Monitoring 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
• Will be remotely supporting Australia and other parts of ASEAN as per business needs

Kindly note that this is a HYBRID position.

You will bring:

• Bachelor's degree in Biomedical and/or relevant engineering courses
• Minimum experience of 2 years in maintenance and troubleshooting medical devices with prior field experience is preferred
• Specific experience with Hospital Patient Monitoring and/or Ultrasound is preferred
• 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
• Amenable to travel/go on the field as per business need

About Philips:

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
 

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.