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o things in common. <a href="https://www.careers.philips.com/global/en/our-culture" target="_blank">An unwavering sense of purpose</a> and a relentless de

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Philips Sr. Remote Service Engineer in Zaventem, Belgium

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

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

  • Providing first/second line and where applicable, overall technical support to internal and external customers on Philips IGT-D (Volcano Legacy) systems.

  • Responds to technical calls, emails, by providing answers to questions, troubleshooting guidance, and follow up to reported problems.

  • Provides back-to-back Service Complaint case management and perform benchwork to recondition system as well as decommission systems.

In the senior role to support co-workers and leadership with a wide range of additional tasks, Key user and Technical expert. From the Center of Excellence in Zaventem we support or handle service-related matters globally.

Other responsibilities are:

  • First and second line customer service (technical) support by phone or email to customers (which may include end users, IGT-D field sales and service employees, distributors, and third-party service providers) for IGT-D products. Answers questions, analyze problems, determines course of action to correct problem reported and ensures action is taken. Closely interacts on case management with Field staff.

  • Service Complaint case management end-to-end ensuring full compliance according to Quality Control. Document all service activities and complaints in our IT tooling. Must recognize complaints and potential safety complaints and handle according to procedures. Follows up on opened cases to close out the case and ensures that customer is satisfied within timing KPIs.

  • (Pro-) Active remote support on remote connected systems through IT tooling available.

  • Providing technical input and review to service manuals, bulletins, and other technical documentation as needed. Liaising with and support of internal customers (Sales Support, Sales Managers, Marketing & Education, Finance).

  • In-house service to all IGT-D systems at the Technical Service Center in Zaventem, Brussels or our secondary location in Eindhoven, Netherlands.

  • Assistance with (technical service) training and coaching as needed.

  • Acting as SME/ represent department in projects, meetings, Kaizens as requested.

  • Performing other duties as required (e.g. physical RMA processing, review Work Instructions, wide variety of other tasks).

  • The position offers the possibility to go into hospital for training and increasing system know-how on an ad-hoc basis in the Benelux and possibly across Europe (occasional).

You are a part of

Philips IGT Devices, a Philips business, is a global leader in physiology and intravascular imaging for coronary and peripheral applications. The business also offers a suite of peripheral therapeutic devices. This is part of Philip’s industry leading solutions to help clinicians to decide, guide, treat and confirm the right therapy for each patient in real-time during image-guided therapies (IGT).

To succeed in this role, you’ll need a customer-first attitude and the following

  • Bachelor degree or higher in Electronic or Medical Technology, or other Bachelor degree with some years of relevant experience (Technical Service Engineer, Customer Service representative or similar role) in an engineering or Customer Service Environment.

  • A proven track record in troubleshooting electromechanical / electronic systems Customer Service experience - preferably within the healthcare domain.

  • Ability to assess a problem quickly and determine to what level it should be elevated, directing staff/customers to the correct person(s).

  • Solid understanding of technical components including equipment and procedures.

  • Pro-active personality who likes to work within a dynamic environment.

  • Ability to deal with demanding stakeholders and proven ability to lead and inspire an organization.

  • Knowledge and understanding of imaging principles is an advantage.

  • Do training on our systems, medical device regulations, quality systems and internal processes.

  • Computer savvy. You feel very comfortable using a wide variety of IT tools, most of them browser based.

  • Prior experience with Salesforce, ServiceMax, SAP, Teams, and other are preferred.

  • Fluent English, both verbal and written, other languages will be a bonus

In return, we offer you

Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role. Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

How we work at Philips

Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.

We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

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 innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

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