Field Service Employee 2

3 weeks ago

Vancouver, Canada Philips Full time

**Job Title**: Field Service Employee 2 - MRI (Home Based: Vancouver, BC)

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

**In this role, you have the opportunity to make life better**

You will support the Imaging Systems business as an MRI Field Service Employee 2 based in the Vancouver, BC area. This position will be responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites; generate service revenue; adhere to provincial and federal regulatory requirements.

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

**You are responsible for**

Customer Ownership
- Build credibility and trust with customers by conducting pro-active customer visits.
- Provide appropriate, timely, and regular communications to customers and internal key stakeholders regarding customer and equipment issues.
- Demonstrate a sense of urgency to identify and resolve customer issues. Follow the appropriate escalation process.
- Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times. Understand the customer's business and competitive environment.
- Generate revenue growth by offering solutions aligned with the service portfolio.

Teamwork
- Adopt, develop, and implement best practices.
- Proactively schedules activities & makes him/herself available to assist others.
- Seeks out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Assists in identifying training gaps within the team.
- Actively seeks to mentor others.
- Actively participates as a member of the regional work team and works to improve team processes.

Compliance
- Operate under the required knowledge of Provincial and Federal regulatory requirements. Adheres to established training, quality, and safety requirements.
- Manages company assets effectively in accordance with established Philips processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, equipment, company vehicles, business expenditures, etc.
- Performs all administrative duties within established Philips and regulatory timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork.

Technical
- Must be qualified and perform work in at least one modality. May be asked to become qualified in and perform work in multiple modalities. Maintains knowledge of technical advances and current industry trends. Seeks out formal and informal training opportunities.
- Independently resolve equipment and customer issues.
- Independently complete PMs, FCOs, installations, and all related tasks.
- Independently diagnose and resolve electronic, network, and mechanical problems.
- Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively.
- May be asked to perform service work remotely providing telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners in order to resolve customer equipment issues and initiate escalation, if appropriate.

**You are part of**

The Imaging Systems Field Service organization. You will benefit from the team’s growing breadth and depth of healthcare products and services portfolio, and you will be challenged to drive our best-in-class reputation through top customer experience ratings. In a “One Team” culture, you’ll have the support of an intrinsically linked group of multi-disciplinary experts who are driven by a common mission of making the world healthier and more sustainable. You will contribute to providing the right data, context, and approach which will change the way we

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