Field Service Technician (Medical Device)

Job Title

Job Description

The Philips Disease Management Solution (DMS) and MR Field Service Technician is responsible for a variety of on-site and remote support activities related to DMS Products. This role will manage minor escalations, support Philips-internal teams, and engage in new employee development. The position requires frequent traveling across the USA (100%).

Duties and Responsibilities:

• Field Service Technician will perform installations, service, and preventative maintenance for DMS products.
• Must have a strong understanding of service in a customer-facing position.
• Perform entry-level product introductions and non-clinical training as needed.
• Provide support to customers in virtual/remote manner with various software tools.
• Will follow all dispatched assignments with appropriate documentation in ServiceMax.
• Delivers relevant customer feedback regarding DMS products or services via ServiceMax.
• Aides DMS Field Service Technician (as internal tier 2) with technical analysis of failure by providing additional information as necessary.
• Completes all administrative tasks per organization policy and produces written expense reports, timely timecard submittal, RTU Teds training and maintains weekly schedules.
• Meet KPIs as defined by the Sr. Manager of DMS Service.
• Works effectively using proactive communication with internal team, Remote Service Engineers, Sales Representatives, Clinical Specialists, Customers, in-house Quality Assurance, R&D, and Manufacturing personnel to enhance Customer experience.
• Obtain training and certifications on all products within the DMS portfolio.
• Conducts peer training sessions to introduce new knowledge or best practices within the DMS teams. Accountable for all assigned company assets. (Laptop, Phone, Tools, etc.)
• Responsible for travel while maintaining the lowest costs possible and may be required to travel within 24 hours’ notice of official service request.
• Mentors new Field Service Technician’s during the onboarding process via the “Buddy” program for Philips.

You're the right fit if:

• Ability to travel 100% across the U.S.
• Minimum of two years’ experience in the medical device industry
• A.S. Degree in Electronics Technology or equivalent experience.
• Minimum of two years’ experience servicing electronic medical equipment in a customer-facing environment.
• Exhibits attributes of high trainability over an accelerated timeline.
• Experience with Microsoft OS and PC-based computer applications.
• Moderate to well-established familiarity with the office suite of Microsoft products with some minor programming at a command line base
• Familiarity with digital imaging products and Windows-based workstations
• Ability to work in a team-oriented environment and possess strong analytical and problem-solving skills.
• Strong interpersonal, customer and management skills; ability to work in high-pressure environments.
• Software, data, and hardware/software system troubleshooting experience.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position.
• You must be able to:
  • Work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements.
  • Work flexible hours (based on business needs to include overtime, weekends, and on-call rotations).
  • Wear all required personal protective equipment and will be required to dress and act in accordance with core professional behaviors among internal and external customers.

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 improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Read more about our employee benefits.

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 commitment to diversity and inclusion here.

Philips Transparency Details

This is an hourly pay position with overtime eligibility. The hourly range for this position is $30.63 – $52.50. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. This role also includes field service incentive bonus plans, on-call pay, company fleet/car, training, and advancement opportunities. The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive plan, field service incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position.

#ServiceD

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.