Job title: Remote Service Engineer, IGT/ DXR
Business: Health Systems Customer Service
Location: Seoul Office
Role Summary
The purpose of the Remote Service Engineer job family is to receive, understand, route and handle customer technical requests such as product or service malfunctions. These requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution. This family is technical in nature and works collaboratively with the wider organization to provide exceptional service to our customers. Services are not limited to product malfunctions but can also include proactive, predictive, upgrades and installations related support, which can be provided verbally, electronically or remotely or via accessing Philips Remote Service channels.
Key Areas of Responsibilities
• The Remote Service Engineer is the ambassador of Philips HealthTech ensuring that all customers are satisfied while meeting or exceeding our business targets.
• Focuses on Remote Resolution, where this is not possible provides a clear action plan, with parts (if required), and diagnosis before dispatch.
• Maximize the PRS (Philips Remote System Network) True Reachability.
• Solutions are provided by using Remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping the customer informed of the service status.
• Receives, registers, and provides technical service to the requests or problems coming in from all media channels and communicates solutions or actions, acting in accordance with our regulatory guidelines.
• Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration and action.
Usage of knowledge content during service delivery process, using KCS methodology.
• Rating of the knowledge articles used during the service delivery process
• These responsibilities apply to processes _ customer enquiries, Provide services to customers, Monitor and manage service delivery and Establish and maintain knowledge management lifecycle.
Qualifications & Requirements
• Prior experience within an engineering, medical or science related environment Preferred.
• Minimum 2 years of Service Engineer experience in HealthTech.
• Advanced understanding of all assigned Philips HealthTech products and services.
• Fluent English required in addition to local language.
• Advanced written communication and documentations skills
• Professional Phone Manners – superior soft skills.
• Work collaboratively, sharing knowledge and experience.
• Competent in IT/Network diagnosis/system connectivity/Remote service preferred.
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 the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
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.