Remote Service Engineer Full Time

Summary

The Remote Service Engineer at Philips, a leading health technology company, supports customers globally from Jakarta, Indonesia. Focused on resolving technical issues remotely, this role enhances healthcare access by ensuring equipment functionality and customer satisfaction.

Responsibilities

• Receives, registers, and provides technical service to the requests or problems coming in from all media channels and communicates solutions or actions, acting in accordance with our regulatory guidelines.
• Solutions are provided by using Remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping the customer informed of the service status.
• Focuses on Remote Resolution, where this is not possible provides a clear action plan, with parts (if required), and diagnosis before dispatch.
• Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration and action.
• Provides advanced first line remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines.
• 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.
• Provides centralized added value services to multiple markets, like proactive monitoring and alert handling from proactive monitoring tools.
• Provides non-customer intimacy related support to multiple markets, like security patches installation and upgrades support.

Requirements

• Minimum 3+ years of experience in CT /MR / IGT (preferred) and preferably in a field service environment.
• Your skills include experience with Philips’s equipment, knowledge of computers and networking.
• Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.
• You have a four-year degree in Computer Science, Information Technology, or a related field (preferred).
• You’re an excellent communicator and problem solver with a customer-centric mindset, capable of working independently while collaborating effectively within a team.