Field Service Engineer

Job Title

Field Service Engineer

Job Description

Job Title: Field Service Engineer - MRI

Job location: Gurgaon

Job Summary: The Prime role of a Field Service Engineer is to achieve Customer delight by providing Timely and Quality service and in turn generate revenue for the organization.

The Responsibilities of a Field Service Engineer are categorized into the following functions:

Job Responsibilities:

• • Delivers technical support and maintenance services to customers, performing troubleshooting, repair, and installation of products and services with moderate independence, while adhering to regulatory guidelines and company standards.

• • Documents service activities in detail, including diagnostics, resolutions, test procedures, and case status, ensuring accuracy and completeness to maintain transparency and traceability.

• • Works under direct supervision, following established processes, and using independent judgment to ensure compliance with operational policies and the delivery of consistent, high-quality service.

• • Tracks and records customer interaction time, parts usage, and service outcomes in real-time with high accuracy, contributing to operational efficiency and accountability.

• • Prepares for service visits by diagnosing issues, organizing necessary parts, and formulating clear action plans, striving for first-visit resolution to enhance customer satisfaction and service effectiveness.

• • Assists in addressing customer escalations, complaints, and feedback, coordinating the implementation of action plans to resolve issues efficiently and maintain customer trust.

• • Executes service tasks in the field, utilizing diagnostic tools and troubleshooting techniques, while managing more complex issues and ensuring smooth operation and reliability of products.

• • Supports business growth by identifying potential sales opportunities or value-added services during field service visits, actively engaging with customers to enhance overall service delivery.

• • Expands knowledge of assigned products and services continuously, seeking opportunities for improvement in service delivery to maintain high standards of customer support and technical expertise.

Minimum required Education: Bachelor's Degree in Engineering, Medical, Science related field or equivalent.

Minimum required Experience: Minimum 3-8 years of experience in healthcare industry with expertise on Magnetic Resonance Imaging (MRI) modality.

Preferred Skills:

• Regulatory Compliance

• Data Analysis & Interpretation

• Root Cause Analysis (RCA)

• Troubleshooting

• Escalation Management

• Service Operations

• Technical Documentation

• Customer Service

• KPI Monitoring and Reporting

• Product Installation

• Product Repair & Maintenance

About the Organization Rated amongst the Top 50 Great Places to Work, Philips Healthcare in India operates in the medical equipment and diagnostic imaging segment including CT, MRI, X‐rays, cardiovascular system, nuclear medicine, PET‐CT, ultrasound, Patient monitoring systems, critical care and Healthcare informatics space.

India healthcare business is spread into 28 states in India and 7 union territories. Operations for neighboring countries of Nepal / Bangladesh and Sri Lanka are also covered from here. The organization is divided into 5 regions – North, East, West, Deccan and South and have sales / service/ projects teams based in the regions. We are operating in a fast changing technology space with new product introductions happening regularly to keep pace with changing competition landscape

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 culture of impact with care here.

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