Support Imaging Systems business as a Cath and Digital X-ray Field Service Engineer in the Orange County, CA area. This position supports the Imaging Systems business within an assigned geographical 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; adherence to state and federal regulatory requirements.

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 customer 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, meeting commitments and arrival times. Understand customer's business and competitive environment.

• Generate revenue growth by offering solutions aligned with service portfolio.

Teamwork

• Adopt, develop and implement best practices. Provide feedback and recommendations for product and process improvements.

• 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.

• Acts as a mentor/coach in the technical and soft-skill development of peers.

• Actively participates as a member of regional work team and works to improve team processes.

• Provides proactive leadership in the improvement of customer relationships, expectations and satisfaction.

Compliance

• Operate under the required knowledge of State 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, preventative maintenance, 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. Recognized as an expert in and outside of assigned team. Pursues 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. Ability to identify application and image quality issues.

• 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 a part of

• Working as part of our Global Sales and Service organization, you’ll benefit from the team’s growing breadth and depth of healthcare products and services portfolio, and be challenged to drive our best-in-class reputation through top customer experience ratings.

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

Job Knowledge, Skills, Education, and Experience Requirements

• Bachelor’s Degree in electronics or equivalent combination of education and experience. At least 5 years' experience in diagnostic imaging, preferably in a field service environment.

• Prefer BSEE/BSEET/BSME/BSMET.

• Working knowledge of computers and networking.

• Have and maintain a valid driver’s license and a driving record

• Understand and apply electronic, mechanical and networking theory to install, diagnose and repair equipment including knowledge and use of all necessary tools and test equipment. Understanding of mechanical theory preferred.

• Experience with diagnostic imaging equipment required.

• Strong organizational skills, self-disciplined, and the ability to work independently.

• Ability to communicate effectively with various levels of employees and customers both verbally and in writing.

• Ability to effectively operate in a team driven environment and share knowledge to achieve assigned goals and objectives.

• Ability to adapt to changing work requirements in a complex, fast pace environment.

• Understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.

• Ability to read and interpret schematics and site drawings.