Field Service Engineer - Imaging Systems (Remote/Travel: Lebanon, NH)

$56,000 - $104,000/Yr

Philips Lighting - Lebanon, NH

Full-time - Mid Level

Lebanon, NH

Electrical Equipment, Appliance, and Component Manufacturing

About the position

In this role as a Field Service Engineer for Imaging Systems at Philips Electronics, you will be at the forefront of customer relationship management, utilizing your technical expertise to install, troubleshoot, service, and maintain imaging equipment at various customer sites. Your primary focus will be on delivering exceptional customer service, ensuring that you adhere to customer entitlements, set clear expectations, and meet commitments regarding arrival times to effectively address and resolve customer needs. Understanding the customer's business and competitive environment will be crucial in generating service revenue and fostering strong relationships. As a member of the regional work team, you will actively participate in improving team processes and identifying training gaps. This role may require you to seek out opportunities to increase your capability and capacity, which could involve becoming qualified in multiple modalities and learning new tools. You will also be responsible for performing all administrative duties in compliance with Philips, state, and federal regulatory requirements. This includes managing timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, and other related paperwork, all while adhering to established training, quality, and safety requirements. Your technical responsibilities will include utilizing the necessary tools, support, resources, and escalation processes to resolve customer and system problems in a timely and effective manner. You will be expected to complete PMs, FCOs, installations, and all related tasks, which involve diagnosing and resolving electronic, network, and mechanical issues. This position requires approximately 70% travel across the specified geography, with an average daily driving time of 1-4 hours, which may exceed 50% at times. Occasional overnight stays and travel by air and/or train may also be necessary.

Responsibilities

• Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times.
• Understand the customer's business and competitive environment to generate service revenue.
• Actively participate as a member of the regional work team to improve team processes and identify training gaps.
• Seek out opportunities to increase capability and capacity, including becoming qualified in multiple modalities and learning new tools.
• Perform all administrative duties within established Philips, State, and Federal regulatory requirements and timeframes.
• Utilize tools, support, resources, and escalation processes to resolve customer and system problems timely and effectively.
• Complete preventative maintenance (PMs), Field Change Orders (FCOs), installations, and all related tasks, diagnosing and resolving electronic, network, and mechanical problems.

Requirements

• Technical knowledge in imaging systems and equipment maintenance.
• Strong customer service skills and ability to manage customer relationships effectively.
• Ability to work collaboratively as part of a regional work team.
• Proficiency in administrative tasks and compliance with regulatory requirements.
• Strong problem-solving skills to diagnose and resolve technical issues.

Nice-to-haves

• Experience in multiple modalities of imaging systems.
• Familiarity with Philips equipment and service protocols.