Remote Service Engineer, HPM&EC

Job Title Remote Service Engineer, HPM&EC

Job Description

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

These responsibilities apply to processes 8.3.1_B2B Manage customer enquiries , 8.3.4 Provide services to B2B customers , 8.2.1 Monitor and manage service delivery and 8.3.8_B2B Establish and maintain knowledge management lifecycle

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

2-3 years of related experience

Minimum 1 year prior experience in customer facing role

Prior experience within an engineering, medical or science related environment Preferred

Competent in IT/Network diagnosis/system connectivity/Remote service preferred.

Advanced written communication and documentations skills

Professional Phone Manners – superior soft skills

Advanced computer, PC and internet skills

** 보훈 대상자 가점 채용 **

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.

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