Remote Service Engineer

extra holidays - extra parental leave - fully flexible - 4 day week
Work set-up: 
Full Remote
Contract: 
Work from: 

Offer summary

Qualifications:

Experience in incident resolution and ticket management., Technical knowledge of RIS and PACS systems., Proficiency with Windows Server OS (2008-2019)., Basic understanding of networking concepts like VLAN, Load Balancer, Switches..

Key responsibilities:

  • Provide advanced first-line remote technical support to customers.
  • Document service requests, diagnostics, and resolutions accurately.
  • Manage customer cases ensuring proper diagnostics for field engineers.
  • Act as escalation point and handle customer complaints following established procedures.

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Philips XLarge https://www.philips.com/a-w/about.html
10001 Employees
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Job description

Job Title
Remote Service Engineer

Job Description

The purpose of the Remote Service Engineer is to receive, understand, route and handle customer technical requests such as product or service malfunctions. These requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution.

Your role:

• Provides advanced first line Remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines.

• Receives & registers requests or problems coming in from all media channels.

• Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system.

• Taking ownership of the customer’s case in an ambassador role, ensuring where required the correct knowledge & diagnostics are captured to allow for First 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:
  • incident resolution and Ticket management

  • Experience with RIS and PACS

  • Technical Skills on OS (windows Server 2008-2019)

  • Basic networking understanding (VLAN, Load Balancer, Switches)

How we work together
We believe that we are better together than apart.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.


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.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Technical Acumen
  • Communication
  • Problem Solving

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