Remote Service Engineer IGT / DXR

Job Title

Job Description

Remote Service Engineer - IGT/DXR

Job Description

Your role:

• The RSE will be the Engineering specialist for his respective modality, such as IGT/DXR.

• Must demonstrate technical competency for remote support.

• They will remain updated and abreast of the latest technological developments in the modality's market and appraise the organization based on such developments and related competitive information.

• They will be the nodal point for the technical issues faced in the zone for their respective modality

• Receive, analyse, and handle complex customer technical requests and involve BU Product Support Specialists as needed. Also need to take care of customer reported problems within systems.

• Call Screening and remote support, identifying a technical problem via phone.

• RSN or other available remote tools & suggestions to field team.

  Alert handling, proactive monitoring, Tier 3 consultation

  Ensuring the Call dispatch to FSE in 30 Mins or less

  Adhering to RD update using RSW (100%)

  Ensuring the availability for T2 support during roaster.

• View customer’s entitlements, contracts, expiry dates, etc.

• Create and view diagnostic plan and work with FSE / RSE / ML

• Remote Diagnostics – must have the capability to prepare repair plan based on log analysis.

• Must demonstrate skillset for usage of PRS tools.

• OJT Sessions - Minimum 8 No's (Maximum Audience /Session) during their onsite travel to customer place.

• Drive for remote FCO implementation.

• Regular updates in Escalation (SMax Esc) for Level 2 Cases and ensuring closure.

• Ontime collaboration with L3 / ML / FSE for escalated / technically complex problems for getting quick and permanent solution.

• Field support – Onsite escalation support & site audit.

• PRS - Need to drive field team for 100% connectivity of the eligible systems.

• KPI’s – Deep knowledge for all delivery KPI’s and ensure performance within target

• Call Analysis - Technical analysis for identifying any failure pattern & timely brainstorming for same.

• Ensuring personal acceptability by the customer in appearance and behavior following Philips Health Systems policy and targets.

• To conform with Philips Health System safety standards including Patient safety, health, safety and security regulations and strict adherence to General Business Principals.

You're the right fit if:

• Must demonstrate working experience in IGT/DXR modality.

• Experience in Call Screening and remote support, identifying a technical problem via phone.

• RSN or other available remote tools & suggestions to field team.

• Alert handling, proactive monitoring, Tier 3 consultation

• Create and view diagnostic plan and work with FSE / RSE / ML

• Remote Diagnostics – must have the capability to prepare a repair plan based on log analysis.

• BE/B.Tech/ with 2-5 years of equivalent working experience in the industry

• Good Communication skills

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

Indicate if this role is an office/field/onsite role.

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.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

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 here.