Job Title
International Remote Service Engineer IGT-DJob Description
In this role, you have the opportunity to
Get to know that the average heart beats about 100.000 times daily. And that more than 7 million people each year die from coronary heart disease – so, innovation, prevention, diagnosis and treatment is essential to reduce this number and improve the life of the patient.
At Philips IGT Devices we are working on industry leading solutions helping clinicians on deciding, guiding, treating and confirming the right therapy for each patient in real-time during image-guided therapies (IGT).
You are responsible for
Providing first/second line and where applicable, overall technical support to internal and external customers on Philips IGT-D (Spectranetics Laser-Volcano Legacy) systems. Responds to technical calls, emails, by providing answers to questions, troubleshooting guidance, and follow up to reported problems. Provides back-to-back Service Complaint case management and perform benchwork to recondition system as well as decommission systems. In the senior role to support co-workers and leadership with a wide range of additional tasks, Key user and Technical expert. From the Center of Excellence in Zaventem we support or handle service-related matters globally.
Other responsibilities are:
First and second line customer service (technical) support by phone or email to customers (which may include end users, IGT-D field sales and service employees, distributors, and third-party service providers) for IGT-D products. Answers questions, analyze problems, determines course of action to correct problem reported and ensures action is taken. Closely interacts on case management with Field staff.
Responsible to work Customer First improving customer satisfaction and reduce downtime to drive revenue
Service Complaint case management end-to-end ensuring full compliance according to Quality Control. Document all service activities and complaints in our IT tooling. Must recognize complaints and potential safety complaints and handle according to procedures. Follows up on opened cases to close out the case and ensures that customer is satisfied within timing KPIs.
(Pro-)Active remote support on remote connected systems through IT tooling available.
Providing technical input and review to service manuals, bulletins, and other technical documentation as needed. Liaising with and support of internal customers (FSE, Sales Support, Sales Managers, Marketing & Education, Finance).
In-house service to all IGT-D systems at the Technical Service Center in Zaventem, Brussels or our secondary location in Eindhoven, Netherlands.
Assistance with (technical service) training and coaching as needed.
Acting as SME/ represent department in projects, meetings, Kaizens as requested.
Performing other duties as required (e.g. physical RMA processing, review Work Instructions, wide variety of other tasks).
The position offers the possibility to go into hospital for training and increasing system know-how on an ad-hoc basis in the Benelux and possibly across Europe (occasional).
You are a part of
Philips IGT Devices, a Philips business, is a global leader in physiology and intravascular imaging for coronary and peripheral applications. The business also offers a suite of peripheral therapeutic devices. This is part of Philip’s industry leading solutions to help clinicians to decide, guide, treat and confirm the right therapy for each patient in real-time during image-guided therapies (IGT).
To succeed in this role, you should have the following skills and experience
Bachelor degree or higher in Electronic or Medical Technology, or other Bachelor degree with some years of relevant experience (Technical Service Engineer, Customer Service representative or similar role) in an engineering or Customer Service Environment.
A proven track record in troubleshooting electromechanical / electronic systems Customer Service experience - preferably within the healthcare domain.
Ability to assess a problem quickly and determine to what level it should be elevated, directing staff/customers to the correct person(s).
Solid understanding of technical components including equipment and procedures.
Pro-active personality who likes to work within a dynamic environment.
Ability to deal with demanding stakeholders and proven ability to lead and inspire an organization.
Knowledge and understanding of imaging principles is an asset.
Computer savvy. You feel very comfortable using a wide variety of IT tools, most of them browser based.
Prior experience with Salesforce, FSIS, Lotus Notes, ServiceMax, SAP, Teams, and other are preferred.
Fluent English, both verbal and written, other languages will be an asset.
In return we offer you
To grow your career in a company with a unique purpose to make the world healthier and more sustainable through innovation. You can join an innovative health-tech company that values the interaction between technology and people, working in a multinational and multicultural environment. You will be surrounded by diverse colleagues who share your passion to create superior consumer experiences. Your work will be challenging and full of opportunities for growth. Variety and challenge will be part of your daily routine.
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 improving 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there,you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
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