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About the role
Key responsibilities & impact- Independently perform primarily remote activities with regular on-site repair assignments in the field, sometimes following partially known solutions
- Conduct cross-system root-cause analysis and decide on the remediation approach, taking into account clinical, financial and technical implications
- Develop solutions when required, balancing customer satisfaction and cost-effectiveness
- Maintain close customer contact and proactively manage escalation situations through professional communication
- Perform technical modifications on medical systems; for first-of-a-kind cases also perform and assist with installations and Field Change Orders
- Support handling escalations up to Level 2 (including action plan development)
- Provide virtual guidance to field service staff during repairs and on-site Field Change Orders
- Instruct users on-site and remotely (systems, networks, configuration of current technologies, etc.)
- Document and report safety-relevant issues or risks according to the Customer Feedback process
- Independently resolve IT/network issues, e.g. concerning the integration of third-party systems
- Support Sales and Project Managers with technical questions
- Document all activities and prepare technical reports according to Philips quality criteria (Service Record Quality)
- Adhere to relevant Philips processes
- Act as a medical device advisor in accordance with § 83 of the German Medical Devices Implementation Act (MPDG)
Requirements
What you’ll need- Completed technical training, technical college or degree in Biomedical Engineering, Electrical Engineering or a related discipline
- Several years of experience in technical service, including application knowledge
- Good IT and networking skills
- Qualification/competence in radiation protection for work on systems using ionizing radiation
- Certified electrical specialist qualification for repairs on live electrical system components
- End-to-end process understanding in Request-to-Resolution, including all applied tools (particularly ServiceMax)
- Strong customer management skills
- Assertiveness and escalation-management capabilities
- Strong communication skills
- Highly resilient and a team player
- Structured and organized working style
- Willingness to participate in extended emergency service and 24/7 on-call duty
- Ideally, experience in field service
- Business-fluent German and English
Benefits
Comp & perks- Attractive compensation according to the IG Metall collective agreement
- Annual leave: 30 days
- Mobility: subsidized Deutschlandticket, leasing options for private use (bicycles, cars, smartphones, etc.)
- Philips University & Philips in Balance: various programs for health as well as professional and personal development
- Philips pension fund: employer-funded retirement plan
- Paid partner leave: 2 weeks paid time for partners in connection with the birth of a child
- Philips MyShop: discounted Philips products
- Culture: informal "du" culture, one paid day for volunteer work, and various team/culture initiatives (on sustainability, diversity, etc.)
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical ModificationsRoot-Cause AnalysisField Change OrdersIntegration of Third-Party SystemsTechnical Report Preparation
Soft Skills
Customer ManagementCommunication SkillsAssertivenessTeam PlayerOrganizational Skills
Certifications
Certified Electrical SpecialistRadiation Protection Qualification