Remote Service Engineer CT

The Remote Service Engineer is the ambassador for Philips Health Systems, ensuring that all customers are satisfied while meeting or exceeding our business objectives. The purpose of the Remote Service Engineer is to receive, understand, route and resolve technical requests from customers, such as product or service failures. These requests or incidents can be received via multiple contact channels such as telephone, email and Customer Portal. The RSE has various responsibilities including creating Cases or Work Orders, parts requests, and communicating status and providing solutions to the customer to enable remote resolution, or pre-dispatch diagnostics to enable first visit resolution. This role is technical in nature and works collaboratively with the broader organization to provide exceptional service to our customers. Services are not limited to product failures, but can also include proactive, predictive, upgrade and installation-related support, which can be provided verbally, electronically, remotely or via access to Philips Remote Service channels. Communicate solutions or actions, acting in accordance with our regulatory guidelines, support technically for requests or issues received through all media channels. Resolve using remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping the customer informed about the service status. Build-up action plan, with parts (if required) and diagnosis before dispatch when remote solution is not possible. Handle complaints (safety & non-safety related) & escalations to ensure accurate and timely analysis, recording and action. Utilize knowledge content during the service delivery process, using the Knowledge Centered Service (KCS) methodology. You will work 60% of your time on the helpdesk and 40% in the field (Netherlands and Belgium).