Job Title Remote Service Engineer
Remote Service Engineer
Role Summary :
The purpose of the Remote Service Engineer job family is to receive, understand, route and handle customer technical requests such as product or service malfunctions. These requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution. This family is technical in nature and works collaboratively with the wider organization to provide exceptional service to our customers. Services are not limited to product malfunctions but can also include proactive, predictive, upgrades and installations related support, which can be provided verbally, electronically or remotely or via accessing Philips Remote Service channels.
Key Areas of Responsibilities:
The Remote Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.
Receives, registers, and provides technical service to the requests or problems coming in from all media channels and communicates solutions or actions, acting in accordance with our regulatory guidelines.
Solutions are provided by using Remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping the customer informed of the service status.
Focuses on Remote Resolution, where this is not possible provides a clear action plan, with parts (if required), and diagnosis before dispatch.
Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration and action.
Usage of knowledge content during service delivery process, using KCS methodology.
Rating of the knowledge articles used during the service delivery process
Creation and/or maintenance of knowledge articles, including submitting for review.
Qualifications & Requirements
1-2 years of related experience
Minimum 12 months prior experience in customer facing role
Customer first attitude
Advanced understanding of all assigned Philips HealthTech products and services
Advanced written communication and documentations skills
Professional Phone Manners – superior soft skills
Advanced computer, PC and internet skills
Ability to express sympathy, empathy and patience
Advanced technical knowledge and experience in engineering fundamentals
Work collaboratively, sharing knowledge and experience.
Fluent English required in addition to local language.
Comprehensive PC skills e.g. Experience with Microsoft Windows and Office Software applications.
Competent in IT/Network diagnosis/system connectivity/Remote service preferred.
Prior experience within an engineering, medical or science related environment Preferred
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.
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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion .
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