Offer summary

Qualifications:

Graduate degree or equivalent in engineering, medical, or science-related field., 3+ years of experience in engineering, medical, or science-related activities., Strong communication skills and customer focus, with intermediate English proficiency., Proficient in IT/network diagnosis and remote service, with excellent PC skills..

Key responsabilities:

Provide advanced first-line remote technical support to customers for product malfunctions and upgrades.

Document service records accurately, including diagnostics and case status in the management system.

Act as a customer's ambassador, ensuring accurate knowledge and diagnostics for field engineers.

Initiate escalations on customer service issues and manage complaints following agreed processes.

Job description

Job Title

Especialista de Manutenção de Sistemas Médicos Remoto

Job Description

Remote Service Engineer - HPM / US

In this role you'll be responsible for receiving, understanding, routing and handling customer technical requests such as product or service malfunctions. 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.

Your role:

• Double hat as Connectivity Expert and proactive case filter. Focus modalities: Hospital Patient Monitoring (HPM) and Ultrasound (US).

• Provides advanced first line remote technical support to customers as required, communicates solutions or actions, acts in accordance with company's regulatory guidelines.

• Accurately documents service records, inclusive of diagnostics, resolution & test procedures, as well as case status within the management system.

• Takes ownership of cases acating as customer's ambassador, ensuring where required the correct knowledge & diagnostics are captured to allow for 1st time right when the field engineer attends site.

• Acts as escalation initiator on customer service escalations, and provides a clear escalation description of steps taken for resolution/troubleshooting during normal service delivery process steps.

• Acts on complaints (safety / non safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, to allow for timely follow up.

You're the right fit if:

• You have a graduate degree level or equivalent, preferably in an engineering, medical or science related qualification. Certified Engineer/network engineer certification desirable

•You've acquired 3+ years of related experience within an engineering, medical or science related activities.

• Your skills include intellectual curiosity, great communication skills and customer focus. KPI management is also key for the role. Intermediate English is required in addition to local language (Portuguese).

• Excellent PC skills e.g. Experience with Microsoft Windows and Office Software applications. Competent in IT/Network diagnosis/system connectivity/Remote service.

How we work together

This is a remote role.

Company relocation benefits will not be provided for this position. For this position, you must reside within Brazil.

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 improve the lives of others.