Job Title

Job Description

Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.

Your opportunity

We have a full time opportunity for a Remote Service Engineer to join our team based in North Ryde. Reporting to the Service Delivery Team Leader, this position is focused on delivering advanced technical service support expertise to our customers, creating experience without equal every day across our Digital Xray portfolio.

As a Remote Service Engineer, you will thrive in providing high touch interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right approach.

You will work collaboratively with Technical Support, Technology and Service teams to remove barriers and facilitate an exceptional and consistent experience to our customers. This role will also lead to opportunity to include both remote and in field service when needed.

Your key main responsibility will be:

• Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our Digital Xray devices

• Create a case for the customer call, verifying contract entitlement

• Proactive monitoring of systems to achieve zero downtime

• Where a remote diagnosis is not possible look to book a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix

• Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery

• Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job

• Escalate technical issues when required as well as support infield engineers with technical knowledge whilst performing handover

• Identify opportunities whereby we can improve the customer experience

• Demonstrate agility to support other Service Delivery teams as required to ensure customers receive a consistent positive customer experience

You're the right fit if:

• Qualifications or equivalent experience in Electronics, Electrical Engineering, Biomedical Engineering, or experience in Communications Electronics, RADAR, Instrumentation or Avionics.

• Experience in customer-facing service engineering background within the medical equipment industry, previous experience with DXR would be ideal.

• Demonstrated integrity and commitment to customer service with strong communication skills to deliver the best experience possible

• Savvy IT skills and experience with Microsoft products

• Proactive ownership of problems through to completion

• Ability to work under pressure and with attention to detail

What can you expect at Philips:

• Based in North Ryde, with free onsite parking or close to transport

• Flexible and hybrid working environment

• Working with a great and supportive team

• Attractive salary package, benefits and even staff discount on Philips products

• Long term career growth opportunities and development as well as a supportive atmosphere in which to develop your talents further.

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.

Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status.

We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply.

Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.