Field Service Engineer - Reading, York, King of Prussia, Pennsylvania

Philips - Cambridge, MA

Full-time - Mid Level

Cambridge, MA

Repair and Maintenance

About the position

In this role as a Field Service Engineer 2, you will be at the forefront of customer relationship management, utilizing your technical expertise to install, troubleshoot, service, and maintain medical equipment at various customer sites. Your primary responsibility will be to provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and ensuring timely arrival to address and resolve customer needs effectively. You will need to understand the customer's business and competitive environment to generate service revenue and actively participate as a member of the regional work team, working collaboratively to improve team processes and identify any training gaps that may exist. You will be expected to seek out opportunities to enhance your capabilities and capacity, which may include becoming qualified in multiple modalities and learning new tools. Administrative duties are also a significant part of your role, and you will be required to perform these within the established Philips, State, and Federal regulatory requirements and timeframes. This includes managing timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, and other related paperwork. Adhering to established training, quality, and safety requirements is crucial, as is utilizing the necessary tools, support, resources, and escalation processes to resolve customer and system problems in a timely and effective manner. Your technical responsibilities will include completing PMs, FCOs, installations, and all related tasks, which involve diagnosing and resolving electronic, network, and mechanical problems. The role requires travel across the specified geography, with an average driving time of 1-4 hours daily, and at times, this may exceed 50%. Occasional overnight stays and travel by air and/or train may also be necessary. This position is ideal for someone who is passionate about improving lives through technology and is committed to providing high-quality service in the healthcare sector.

Responsibilities

• Provide exceptional customer service by adhering to customer entitlements and setting clear expectations.
• Meet commitments and arrival times to address and resolve customer needs.
• 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.
• Complete timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, and other related paperwork.
• Adhere to established training, quality, and safety requirements.
• Utilize tools, support, resources, and escalation processes to resolve customer and system problems timely and effectively.
• Complete PMs, FCOs, installations, and all related tasks, diagnosing and resolving electronic, network, and mechanical problems.

Requirements

• 2+ years of experience in a diagnostic imaging service environment or 4+ years in electromechanical industries.
• 5+ years of related experience preferred in the medical device service field.
• Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment.
• Knowledge and use of all necessary tools and test equipment.
• Associate Degree in electronics or equivalent combination of education and experience; BSEE/BSEET/BSME/BSMET preferred.
• Ability to perform physical, cognitive, and environmental job requirements with or without accommodation.

Nice-to-haves

• Experience in a hospital/healthcare environment.
• Familiarity with radiation sources and/or radioactive materials.

Benefits

• Health insurance coverage
• Dental insurance coverage
• 401k retirement savings plan
• Paid time off
• Flexible scheduling options
• Professional development opportunities
• Employee discounts on products and services