Service Engineer – Multimodality

<h2>Job Title</h2> <p>Remote Service Engineer - Multimodality</p> <h2>Job Description</h2> <p><b>Remote Service Engineer - Multimodality</b></p> <p>We have an opportunity for a Remote Service Engineer to join our ASEAN team specialising in Hospital Patient Monitoring and Imaging Systems, reporting to the Remote Service Team Leader.</p> <p>This position is focused on delivering advanced technical service support to our customers, creating experience without equal every day. As a Remote Service Engineer, you will thrive in engaging in interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right and End-to-End approach.</p> <p>You will work collaboratively with Technical Support, Technology, Service and Commercial teams to remove barriers and facilitate an exceptional and consistent experience to our customers.</p> <p><b>Your key responsibilities will be:</b></p> <ul> <li>Deliver first-line remote technical support for Hospital Patient Monitoring (HPM) systems,</li> <li>performing remote diagnosis and issue resolution to maximize uptime and customer satisfaction.</li> <li>Manage end-to-end service cases, including call handling, case creation, documentation, contract entitlement validation, and quotation preparation.</li> <li>Proactively monitor connected systems to detect issues early and support zero-downtime objectives.</li> <li>Escalate complex technical issues with clear diagnostics and provided effective technical handover and remote support to field engineers.</li> <li>Coordinate onsite service visits, including scheduling, parts identification, ordering, and logistics to improve first-time fix rates.</li> <li>Ensure all service activities complied with regulatory and quality requirements while maintainingclear, proactive communication with customers and internal stakeholders.</li> <li>Participate in advanced training programs and continuous learning opportunities to deepen technical knowledge and enhance the ability to troubleshoot and resolve more complex issues within the assigned modality.</li> <li>Any ad hoc duties as assigned by team leader</li> </ul> <p><b>You will bring:</b></p> <ul> <li>Relevant degree in Biomedical and/or engineering with at least 2 years experience within medical devices highly regarded.</li> <li>Positive attitude and enthusiasm to learn and ability to work in a team.</li> <li>Previous experience in maintenance and troubleshooting of servers, network switches and technically complex systems with prior field experience is required.</li> <li>Integrity and commitment to customer service with strong communication skills to deliver</li> <li>the best experience possible</li> <li>Savvy IT skills and experience with Microsoft products</li> <li>Proactive ownership of problems through to completion (end-to-end ownership of cases)</li> <li>Ability to work under pressure and with attention to detail</li> <li>Understanding of the importance of service record quality</li> </ul> <p><b>How we work together:</b></p> <p>We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.<br />Onsite roles require full-time presence in the company’s facilities.<br />Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.<br />Indicate if this role is an office/field/onsite role.</p> <p><b>About Philips:</b></p> <p>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.<br />• Learn more about <a href="https://www.philips.com/a-w/about.html" rel="nofollow ugc noopener" target="_blank">our business</a>.<br />• Discover <a href="https://www.philips.com/a-w/about/our-history.html" rel="nofollow ugc noopener" target="_blank">our rich and exciting history</a>.<br />• Learn more about <a href="https://www.philips.com/a-w/about/environmental-social-governance/our-purpose" rel="nofollow ugc noopener" target="_blank">our purpose</a>.<br />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 culture of impact with care <a href="https://www.careers.philips.com/global/en/our-culture" rel="nofollow ugc noopener" target="_blank">here</a>.</p>