Field Service Engineer Ii - Nashville, Tn

Job Title

Field Service Engineer II - Nashville, TN

Field Service Engineer II

The Field Service Engineer 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.

Your role:

Customer Ownership

• 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.
• 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.

Teamwork

• 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 participates as a member of regional work team and works to improve team processes.
• Adopt, develop and implement best practices.
• Actively seeks to mentor others.
• Proactively schedules activities & makes him/herself available to assist others.

Compliance

• 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.
• 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.

Technical

• Independently complete PMs, FCOs, installations, and all related tasks.
• 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.
• 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.
• Independently diagnose and resolve electronic, network, and mechanical problems.
• Independently resolve equipment and customer issues.
• Utilize tools, support, resources and escalation processes within required time frames to resolve customer and system problems timely and effectively.

You're the right fit if:

• Ability to communicate effectively with various levels of employees and customers both verbally and in writing.
• Associate Degree in electronics or equivalent combination of education and experience. At least 2 years’ experience in diagnostic imaging or 4 years’ experience in the electronics industry, preferably in a field service environment.
• Have and maintain a valid driver’s license and a driving record that is in compliance with Philips' Fleet Policy.
• Ability to effectively operate in a team driven environment and share knowledge to achieve assigned goals and objectives.
• Strong organizational skills, self-disciplined, and the ability to work independently.
• Working knowledge of computers and networking.
• Ability to adapt to changing work requirements in a complex, fast pace environment.
• Ability to read and interpret schematics and site drawings.
• Experience with diagnostic imaging equipment required.
• Prefer BSEE/BSEET/BSME/BSMET.
• 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.
• Understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.

Physical Demands and Work Environment

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position.

• Regular grasping and repetitive hand movements.
• Use of personal protective equipment may be required including, but not limited to, radiation monitoring badge, safety glasses, hard hat, hard toed shoes, and medical rubber gloves.
• Job operates in the hospital/medical environment and remotely from home office location.
• Responsible for carrying and monitoring company cell phone and being available and responsive during scheduled and non-scheduled hours, except during rest and meal periods as required by applicable state law.
• Customer requirements may include, but are not limited to drug testing and immunizations as dictated by the customer or facility policy.
• Potential exposure to hazardous physical, chemical, radiological, and biological agents and loud noise.
• This role routinely uses standard office equipment such as computers, phones, medical test equipment.
• Must be flexible in working hours as this position will require customer support during non-regular business hours, mandatory overtime on short notice, and/or weekend work as necessary.
• Frequently in contact with electrical equipment.
• Regularly speaks, hears, and views computers.
• May be required to adhere to certification/credentialing required by the Customer in connection with admission into its facilities to perform job duties.
  • Customer requirements may include, but are not limited to drug testing and immunizations as dictated by the customer or facility policy.
• Occasional use of vibrating tools.
• Frequently lift, carry, push, or pull up to 20 pounds. Occasionally lift or carry up to 100 pounds, with assistance available when lifting or carrying items over 50 pounds.
• Occasionally twist, and crawl.
• May work from ladders or scaffolding, on occasion.
• Average driving is 1-4 hours daily and may exceed 50% at times. Occasional overnight stays and travel by air or train may be required.
• May work in environments where devices producing one or more of the following may be in use: high levels of radiation, high magnetic fields, high voltages, compressed and liquefied gases, and radioactive materials. Strict adherence to corporate and site safety procedures is mandatory.
• Frequently stand, walk, stoop, kneel, and extended reach.
• Ability to participate in an on-call rotation to provide customer support.

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 improve the lives of others.

• Learn more about our purpose.
• Learn more about our business.
• Read more about our employee benefits.
• Discover our rich and exciting history.

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.

This role also includes, field service and lead generation incentive bonus plans, on-call pay, company fleet/car, training, and advancement opportunities. The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive plan, field service incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Nashville, TN.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.