Koninklijke Philips N.V - Capetown, CA
posted 5 months ago
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, performing regular maintenance, completing required technical modifications, and conducting troubleshooting and repair to remedy issues. You will 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. You will deliver customer projects that require analysis of situations and a full understanding of the solution being implemented, normally receiving little instruction on day-to-day work, working independently, and taking 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. Diagnosing and resolving technical hardware and software issues (remotely & on-site) will be a key part of your role, as well as analyzing reported problems via Remote Service functionality and/or direct contact with the site, collaborating with the Customer Care Solutions Center support engineer to identify, analyze and develop a resolution plan, and taking the actions required to resolve customer issues.