Remote Service Engineer

Role: Remote service engineer - ICAP

Work Location: Chennai or Bangalore

Job Description:

• Must demonstrate technical competency for remote support.
• He / She will remain updated abreast with the latest technological developments of the modality in the market and appraise the organization with such developments & related competitive information.
• He / She will be the nodal point for the technical issues faced in zone for their respective modality.
• Must deliver good understanding of Hospital Informatics product portfolio.
• Receive, analyse and handle complex customer technical requests and involve BU Product Support Specialists as needed. Also need to take care of customer reported problems within systems.
• Call Screening and remote support, identifying a technical problem via phone.
• RSN or other available remote tools & suggestions to field team.
• Alert handling, Pro-active monitoring, Tier 3 consultation
• Ensuring the Call dispatch to FSE in 30Mins or less
• Adhering to RD update using RSW (100%)
• Ensuring the availability for T2 support during roaster
• On time TPR part approval (For role of TSS)
• View customer's entitlements, contracts, expiry dates, etc. Create and view diagnostic plan and work with FSE / RSE / ML Request Parts & Tools (via ServiceMax). Remote Diagnostics – must have capability to prepare repair plan based on log analysis. Must demonstrate skillset for usage of PRS tools. OJT Sessions - Minimum 8 No's (Maximum Audience /Session) during their onsite travel to customer place. Drive for remote FCO implementation. Regular updates in Escalation (SMax Esc) for Level 2 Cases and ensuring closure. Ontime collaboration with L3 / ML / FSE for escalated / technically complex problems for getting quick and permeant solution. Field support – Onsite escalation support & site audit. PRS - Need to drive field team for 100% connectivity of the eligible systems. KPI's – Deep knowledge for all delivery KPI's and ensure performance within target Call Analysis - Technical analysis for identifying any failure pattern & timely brainstorming for same. Ensuring personal acceptability by the customer in appearance and behaviour in accordance with Philips Health Systems policy and targets. To conform with Philips Health System safety standards including Patient safety, health, safety and security regulations and strict adherence to General Business Principals.

Minimum required Education:
Bachelor's Degree in Engineering, Medical, Science related field or equivalent.

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company's facilities.
Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.
If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.