Remote Service Engineer - DXR

Job Title

Remote Service Engineer - DXR

Job Description

Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2030. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.

Your opportunity We have an opportunity for a Remote Service Engineer to join our team specialising in Digital Xray (DXR) based in North Ryde office. Reporting to the Service Delivery Team Leader, this position is focused on delivering advanced technical service support expertise to our customers, creating experience without equal every day.

As a Remote Service Engineer, you will thrive in providing high touch interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right approach.

You will work collaboratively with Technical Support, Technology and Service teams to remove barriers and facilitate an exceptional and consistent experience to our customers.

Your key main responsibility will be:

• Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our DXR devices

• Create a case for the customer call, verifying contract entitlement

• Proactive monitoring of systems to achieve zero downtime

• Where a remote diagnosis is not possible look to book a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix

• Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery

• Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job

• Escalate technical issues when required as well as support infield engineers with technical knowledge whilst performing handover

• Identify opportunities whereby we can improve the customer experience

• Demonstrate agility to support other Service Delivery teams as required to ensure customers receive a consistent positive customer experience

You will bring

• You will have relevant degree in engineering or a technical trade, with previous experience within Medical devices highly regarded but not mandatory.

• Prior experience in maintaining and troubleshooting DXR systems or other complex technical equipment is highly valued, as is hands-on exposure working in the field.

• Demonstrated integrity and commitment to customer service with strong communication skills to deliver the best experience possible

• Savvy IT skills and experience with Microsoft products

• Proactive ownership of problems through to completion

• Ability to work under pressure and with attention to detail

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.

Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status.

*We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply. *

Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.