Field Services Engineer, MRI

Koninklijke Philips N.V - Johannesburg, CA

Full-time - Mid Level

Johannesburg, CA

Ambulatory Health Care Services

About the position

In this role, you have the opportunity to be responsible for defined procedures and methodologies to install, configure, test, maintain and support hardware and software solutions, including problem identification, system architecture definition/specification, implementation, basic integration, validation and verification testing, customer education, solution activation, and system restoration. This is a multimodality Field Service Position with MRI being the primary modality. You will serve as the technical resource for implementing solutions that require analysis of situations or data, and an in-depth knowledge of the solution. Your responsibilities will include preparing site assessments, providing technical reviews of system configurations to ensure viability of system performance, and preparing as-built drawings to document work completed during projects or particular jobs. You will resolve complex customer issues requiring independent judgment based on strong MRI knowledge and skills. This includes providing remote and on-site technical support to the installed customer base, instructing customers in the operation and maintenance of the Philips solution, and performing regular maintenance, completing required technical modifications, and conducting troubleshooting and repair to remedy issues. You will also escalate any technical configuration that is not consistent with technical standards and proactively suggest process and product improvements based on site experiences and IT knowledge. Your role will involve delivering customer projects that require analysis of situations and a full understanding of the solution being implemented. Normally, you will receive little instruction on day-to-day work, work independently, and should be able to take the lead role in most customer engagements. You will exercise independent judgment to adapt to typical variances in the customer environment for obtaining effective results, properly completing assigned project activities with responsibility for results within project work estimates and defined delivery methods. Collaboration with internal project managers, clinical application consultants, field service engineers, senior Technical Consultants, third-party entities, and customer technical leads will be essential. You will provide regular status updates of installation activities to the project manager, other team members, and functional manager, and collaborate with the Account Manager to assist in the solution selling process. Additionally, you will diagnose and resolve technical hardware and software issues both remotely and on-site, analyze reported problems via Remote Service functionality, and collaborate with the Customer Care Solutions Center support engineer to identify, analyze, and develop a resolution plan to resolve customer issues.

Responsibilities

• Serve as the technical resource for implementing solutions that require analysis of situations or data, and an in-depth knowledge of the solution.
• Prepare site assessments and provide technical review of system configurations to ensure viability of system performance.
• Prepare as-built drawings to document work completed during project or particular job.
• Resolve complex customer issues requiring independent judgment based on strong MRI knowledge and skills.
• Provide remote and on-site technical support to installed customer base.
• Instruct customers in the operation and maintenance of the Philips solution.
• Perform regular maintenance, complete required technical modifications, and conduct troubleshooting and repair to remedy issues.
• Escalate any technical configuration that is not consistent with technical standards.
• Proactively suggest process and product improvements based on site experiences and IT knowledge.
• Deliver customer projects that require analysis of situations and full understanding of the solution being implemented.
• Work independently and take the lead role in most customer engagements.
• Exercise independent judgment to adapt to typical variances in the customer environment for obtaining effective results.
• Complete assigned project activities with responsibility for results within project work estimates and defined delivery methods.
• Collaborate with internal project managers, clinical application consultants, field service engineers, senior Technical Consultants, third-party entities, and customer technical lead.
• Provide regular status of installation activities to project manager, other team members, and functional manager.
• Collaborate with Account Manager to assist in the solution selling process.
• Diagnose and resolve technical hardware and software issues (remotely & on-site).
• Analyze reported problems via Remote Service functionality and/or direct contact with the site and collaborate with the Customer Care Solutions Center support engineer to identify, analyze and develop a resolution plan.

Requirements

• College graduate degree level or equivalent desired in Clinical or Electrical or Computing Systems Engineering; Biomedical Engineer preferred.
• Approximately 5 years' experience working on MRI systems in a customer-facing role.
• Excellent PC skills, including experience with Microsoft Windows and Office software applications, and basic level networking skills.
• Experience with DICOM and MRI test equipment.
• Ability to understand test results and apply them to the repair process.
• Willingness to attend overseas equipment training when required.
• Willingness to travel on an occasional basis for support in other regions.
• Willingness to be on standby in accordance with the standby schedule in the region.
• Strong customer focus and capacity to listen and communicate effectively.
• Problem-solving/troubleshooting mindset and strong team player.