Philips - Dallas, TX
posted 3 months ago
The Field Service Engineer provides on-site, online, and phone support within the zone and nationwide, as required, to resolve complex technical problems and product issues for both the Xper/Flex Cardio products and the Xcelera Cardiology PACS modality. This role is critical in ensuring that customers receive exceptional service by adhering to their entitlements, setting clear expectations, and meeting commitments and arrival times to address and resolve customer needs. The engineer must understand the customer's business and competitive environment to generate service revenue effectively. As a member of the regional work team, the Field Service Engineer actively participates in improving team processes and identifying training gaps. This includes seeking out opportunities to increase capability and capacity, which may require becoming qualified in multiple modalities and learning new tools. The engineer is responsible for performing all administrative duties within established Philips, State, and Federal regulatory requirements and timeframes, including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork. Adherence to established training, quality, and safety requirements is essential. The engineer must utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively. Responsibilities also include completing PMs, FCOs, installations, and all related tasks, which involve diagnosing and resolving electronic, network, and mechanical problems. The position requires extensive travel, including international travel, at least 75%, and the engineer must possess a valid driver's license and maintain a good driving record to travel to customer sites, zone offices, or identified locations for meetings.