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Philips Field Service Engineer 2 in United States of America - Home Based, Massachusetts


If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

provide on-site, online and phone support for Philips Xper/Flex Cardio and ISCV within our Tennessee/Kentucky and nationwide territory , as required, to resolve complex technical problems and product issues for the Xper/Flex Cardio hemodynamic monitoring system. You will support break/fix services, system upgrades, installations, new product introduction, and first of a kind installation activities.

You are responsible for

  • Taking a leadership role in the repair or solution finding for technical and/or product problems.

  • Ongoing status reporting to Service Management.

  • Performing a wide variety of tasks, multi-tasking, and changing focus quickly as demands change; adapting to varying customer needs; and managing priorities effectively.

  • Demonstrating expert knowledge of invasive hemodynamic monitoring and maintaining a body of knowledge on technical advances of the Xper/Flex Cardio products and current industry trends.

  • Providing training and technical assistance to other Field Service Engineers and as the modality expert, must be available for not only site visits, but as a consultant over the phone to any engineer requiring assistance.

  • May take the lead on new product introductions and first of a kind installation of new equipment/complex field change orders.

  • Resolution of complex technical problems within the hemodynamic monitoring system and defining complex problems, collecting data, establishing facts, and drawing valid conclusions; you will have the ability to interpret an extensive variety of technical instructions and deal with numerous abstract and concrete variables.

  • Applying advanced technical knowledge in the resolution of hardware/software platform problems and assists with application software related issues, as well as conducting system and performance reliability testing, as required.

  • Acting as an advisor, as a company representative and an extension of management to act in response to customer inquiries and referring information to the appropriate person (applications, sales, etc.).

  • Providing a positive cohesive company image when discussing the company, products, and management decisions, etc., with the internal and external customer.

  • May provide training and mentorship to new Field Service Engineers.

  • Managing company assets effectively including parts inventory levels, tools, test equipment calibration, company vehicle, business expenditures, etc. per company policy or procedure.

  • Supporting the company in improving profit contribution by ensuring that cost effective solutions are utilized in solving technical / product issues.

  • Ensuring that only the part required to resolve issues is installed and supporting the company in reducing overtime while maintaining customer satisfaction.

  • Performing all administrative duties in a complete and timely manner per policies and procedures

  • Monitoring receipt and implementation of all technical bulletins, change notices, etc.

  • Serving on project assignments as a field expert contributing your knowledge to both resolution of problems or application of engineering/service memos as to changes in the product.

  • May perform other related duties as assigned.

You are a part of

Philips’ Field Service Team that is called upon after the first response Field Service Engineer has exhausted their immediate resources. You will take a leadership role in the completion of a satisfactory customer experience, both individually and through your support as a resource to the local team. You will also work on areas to improve customer satisfaction and company profitability by timely resolution of technical/product issues. You escalate, own and stay focused in driving the resolution of issues through the appropriate channels and team members, using highly effective communication skills to keep the customer and other functions of the support and problem resolution team informed.

To succeed in this role, you should have the following skills and experience

  • BSEE or BSEET preferred, or an Associates level formal education combined with appropriate high tech related experience.

  • Minimum of 3 years servicing Philips equipment or 5+ years servicing competitors’ products.

  • Demonstrated proficiency in resolving complex technical problems in designated modality.

  • Experience with electronic circuit boards, processors and computer hardware including applications and programming.

  • Proficient in Microsoft OS and database platforms.

  • Proficient in Networking Technologies and troubleshooting methods.

  • Proficient in alternative methods in call debrief.

  • Proficient in troubleshooting and resolution of Electrostatic Discharge (ESD), Electromagnetic Field (EMF) issues found in the hospital environments.

  • Proficient in the use of Patient Simulators and Electrical Safety test equipment.

  • Knowledge of the Hemodynamic Monitoring waveforms and Vitals measured in the Catheterization (Cath)/Interventional Radiology (IR) Lab settings.

  • Understanding of the Cath/IR Lab workflow to include Pre, Post and procedural activities.

  • Understanding of medical grade video distribution system use in a Cath/IR Lab setting.

  • Understanding and continued compliance with Hospital access credentialing.

  • Comprehensive understanding of system dataflow between Xper/Flex Cardio System servers, clients and infrastructure.

  • Excellent verbal and written communication skills.

  • Ability to work cohesively and effectively with employees at all levels/departments of the organizations and demonstrated leadership skills.

  • Be available 24 x 7 via phone.

  • Able to travel extensively, at least 70% and possibly 90%, and must possess a valid driver’s license and good driving record to travel to the customer site, zone office, or identified locations for meetings, average driving is 1 to 4 hours daily but could be 6 to 8 hours the day before.

  • Lift parts or carries parts weighing a few ounces to over 100 lbs. (assistance available when lifting items over 50 lbs.) and frequently bends, stoops, twists, turns, and works in unusual positions using full body mobility.

  • Potential exposure to hazardous physical, chemical, and biological agents.

In return, we offer you

Philips' dedication to enriching lives as is reflected in our company, our solutions, and a commitment to our people. Philips products lead to improved healthcare, faster diagnosis and better patient outcomes. Philips employees change lives every day.

Enjoy endless opportunities to learn, and develop your career in the directions to which you aspire. Philips Healthcare is a place where you will work with others whose far-reaching ideas and accomplishments have impacted over 200 million lives already. Please help us determine what’s next. Your ideas and ability to deliver will help to transform the future of healthcare and allow you to create your own legacy. Thanks to our employees, we are at the forefront of the Healthcare industry. Healthcare providers, backed by our many market leading solutions, are able to diagnose confidently, improve care, and increase the quality of life for patients across North America each and every day. Advance your career in an environment that supports work-life balance, health & well-being and continuous learning. Making a difference begins right here, where you come first.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran