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

Philips - Bothell, WA

Full-time - Mid Level

Bothell, WA

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 focus will be on delivering exceptional customer service by adhering to customer entitlements, setting clear expectations, and ensuring timely responses to customer needs. You will need to understand the customer's business and competitive landscape to effectively generate service revenue and enhance customer satisfaction. As a member of the regional work team, you will actively participate in improving team processes and identifying training gaps. This role requires you to seek opportunities to increase your capabilities and capacity, which may involve becoming qualified in multiple modalities and learning new tools. You will be responsible for performing all administrative duties in compliance with Philips, state, and federal regulatory requirements, including managing timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, and other related paperwork. Your responsibilities will also include adhering to established training, quality, and safety requirements while utilizing the necessary tools and resources to resolve customer and system problems in a timely manner. You will be expected to complete PMs, FCOs, installations, and diagnose and resolve electronic, network, and mechanical issues. This position requires travel across the specified geography, with an average driving time of 1-4 hours daily, and may involve overnight stays and travel by air or train as needed.

Responsibilities

• Provide exceptional customer service by adhering to customer entitlements and setting clear expectations.
• 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 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 diagnose and resolve 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-based service environment.
• Familiarity with radiation sources and/or radioactive materials.

Benefits

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