Field Service Engineer

Job Title

Job Description

Job Title: Field Service Engineer

Job Summary:

The Field Service Engineer is responsible for delivering technical support and maintenance services including troubleshooting, repairs, and installations. The role documents detailed service activities, working under direct supervision and prepares for service visits to achieve first-visit resolution. The role takes an active role in addressing customer escalations and feedback and executes moderately complex service tasks in the field. The role supports business growth by identifying sales opportunities and value-added services, continuously expanding product knowledge to maintain high standards of service and technical expertise.

Job Responsibilities:

• The FSE would ensure full compliance of Service Delivery Processes and deliver services both effectively and efficiently.
• FSE would participate in Corrective Maintenance and would also maintain and complete the PM
• Schedules within the stipulated time frame for his designated area.
• The FSE would implement FCOs of the respective modalities and must act as a support resource to other FSEs for their implementation
• The FSE would report all necessary information both technical and administration Call
• Completion, Call Reporting, PM, FCO, Installations] as per the norms to the concerned Modality Leader and Territory Manager.
• Installation and Implementation of the respective system would be the prime responsibility of the Field Service Engineer.
• The position of the FSE would entail Commissioning and Handing-over of the respective systems
• projects.
• The FSE would coordinate the process of Spare parts Sales with the Customer assisting the Territory manager, Operations manager and CS Sales Support.
• Identifying opportunities for System Upgrades and promoting the same to the Customer would also fall within the job’s purview (senior FSE)
• The FSE would be responsible for proper handling of parts/ Test & Measuring Instruments to ensure the return of all parts with proper documentation.
• The FSE will close calls in time with proper bookings of expenses and man hours in system.
• The FSE must adapt and identify himself as a backup to the Territory Manager of the respective territory (senior FSE)
• The FSE would also Manage Strategic Key Accounts and other Customers for the respective
• Territory and modality in order to ensure Customer Satisfaction.
• The FSE would also be responsible for the timely escalation of certain issues to the concerned
• FSE, TM and Technical team and work as a team to provide appropriate solutions.
• FSE needs to raise timely escalation in SMAX. On case-to-case base needs to ensure timely creation of CFMS.
• He / She would track & identify generic product quality, site related issues and bring to the notice
• of the higher management the Field Problems as and when they occur through Field Problem Reports / CFMS.
• The FSE must take care of assigned customer accounts for all customer service-related activities.
• He / She would also Manage the Key Accounts for the respective modality to ensure Customer Satisfaction.
• He/She would be responsible for maintaining uptime records for assigned accounts.
• Ensuring personal acceptability by the customer in appearance and behavior in accordance with Philips Health Systems policy and targets.
• To confirm 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

Minimum required Experience:
Minimum 2+ years of experience in IT, Network Diagnosis, System Connectivity, Remote Service within Engineering, Medical, Science related environment

Cath Lab experience – Mandatory

Medtech industry background – Mandatory

Preferred Skills:
• Regulatory Compliance
• Data Analysis & Interpretation
• Root Cause Analysis (RCA)
• Troubleshooting
• Escalation Management
• Service Operations
• Technical Documentation
• Customer Service
• KPI Monitoring and Reporting
• Product Installation
• Product Repair & Maintenance

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.

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.