Field Service Engineer 2 (CV/X-Ray)

Responsible for customer relationship management through the effective use of technical knowledge to install service and maintain the site.  This is accomplished through individual efforts and the efforts of the service team.
This position will assume a support role in one or more established work team environment/structures for an empowered area of responsibility.
This position will be used within Customer Service and applies to all modalities.  Requires minimal supervision. 
Expected to be capable of installing products for which training has occurred.

CUSTOMER SATISFACTION:

Responsible for identification and resolution of customer issues, providing the customer with timely communication and involving appropriate resources to address the issue (s).
Providing the Highest Level of customer satisfaction is the primary goal.
• The engineer must demonstrate ownership in difficult circumstances and show a sense of urgency to get things done according to expectations of Customer and Company. 
• Responsible for providing “World Class Service” and achieving “Highly Satisfied” Initial and Continuing Quality Scores.
• Participates in the Regional Work Teams to maximize customer satisfaction consistent with Regional Business Objectives.
• Shares best practices within local Region and the Company.
• Works closely cross functionally to achieve results.

As a company representative;
• Understands customer’s competitive environment.
• Acts as a resource in response to customer inquiries and communicate in a professional and timely manner.
• Refers information to the appropriate person(s) internal and external. 
• Acts with a sense of urgency and escalates when necessary.
• Provides a positive cohesive company image when discussing the company, products, etc with the customer.
•  Establishes credibility, competence, sense of urgency and trust
• Involved at multiple levels in accounts.
TEAMWORK:

Performs a wide variety of tasks and changes focus quickly as demands change. 
• Adapts to varying needs and requirements of the customer and the business. 
• Develop and implement best practices.
• Facilitates change; builds consensus and/or creates the need to work together to solve a common problem.
• Takes on new sites to help balance equivalent systems (e.g. ES account loading) that may call for different skills.
• Seeks out opportunities to increase capability and capacity (cross-trains into multiple modalities, new tools).

Actively participates as a member of one or more regional empowered work teams. 
• Puts the team ahead of individual needs and displays a positive attitude. 
• Actively supports areas of empowerment and continuously improves the team processes.
• Makes peers aware of schedule and helps out whenever necessary.
• Comfortable soliciting/receiving feedback from/to peers.
• Keeps commitments – does not “pass the buck.”
• Proactively utilizes teammates when s/he cannot get to a scheduled activity.
• Relied upon by team members for consistent performance and team contributions.
• Sought after for opinion as a "voice of reason"; mediator/facilitator/"tie-breaker"
• Becomes a part of the customer's team in customer's eyes.
• Proactively works with CCT scheduling champion to prioritize work/life balance.
• Continues working to positively influence peers even in the face of resistance.
• Rallies resources from various departments and functions (account manager, SSS, factory) to accomplish long-term goals.
• Actively seeks to mentor others.
COMPLIANCE:

Perform all administrative duties in a complete manner within prescribed company policies/guidelines.
• Complete and understand all training assigned through Training Management System prior to due date.
• Learn and adhere to Federal and State regulatory performance standards, registration, Quality Systems Regulations, EPA and OSHA regulations.  Follow established quality and safety requirements (electrical radiation safety, safe lifting practices, etc.).
• Submit timesheets, expense reports and business receipts according to defined guidelines.  Maintain documentation for vehicle operation and submit mileage reports per company policy.
• Return unused or defective parts per company policies within required timeframe.  Report defective, installed and return part status on Service Work Orders (SWO) per current policies.  Maintain company tools and test equipment as required and ensure test equipment is calibrated prior to due date.
• Maintain proper site and service documentation.  Safeguard patient data per regulatory requirements.
• Complete Planned Maintenance, Field Change Order, Corrective Maintenance and Installation SWOs and associated documentation within regulatory and company timeframes and requirements.
• Understand customer contract entitlements and adhere to specified requirements.
• Manage company assets effectively; including labor time, parts, tools, test equipment, Returned Materials Authorizations, customer purchase orders, company vehicle, laptop, cell phone, business expenditures, etc.

TECHNICAL:

Able to perform as a primary service engineer for at least one entire modality at non-luminary accounts.  May be assigned duties in multiple modalities.  Maintains knowledge of technical advances and current industry trends. Seeks out formal and informal training opportunities.

Assesses situations and makes an optimal and speedy decision despite limited information.  Solves problems while exhibiting judgment and a realistic understanding of all the issues. Takes complete ownership, even when escalation is required.

Problem Solving:  
 Has the ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables. 
 Applies his/her technical training and resources to effectively solve problems.  Ensures follow-up on on-going issues.
 Demonstrates troubleshooting capability and able to explain the status of the repair to the customer, as needed.
 Able to resolve majority of service calls with minimal assistance.
 Defines problems and presents possible solutions:  Collects data, establishes facts, and draws valid conclusions. 
 Proactively provides information that will avoid an issue or minimize a situation.
 Aggressively pursues product problem resolution with supporting departments.
 Facilitates change; builds consensus and/or creates the need to work together to solve a common problem.

Activities:
 Diagnoses resolves equipment problems.
 Provides required preventative maintenance, factory modifications, normal installations and service. 
 Utilizes the call escalation process and communicates customer issues to optimize customer uptime and satisfaction while maintaining ownership of the issue.
 Installs products on which they have been trained (which may include uncrating, removal of packing materials, assisting in transporting equipment to installation site, mechanical assembly, and electrical hook-up in accordance with product wiring diagrams, technical documentation and corporate directives).  Also includes final calibration and testing.  Completes all appropriate installation related reports.  Meets corporate productivity and timeline objectives.
 Provides training/mentorship/technical support to other FSEs.
 Makes appropriate decisions with limited information
 Adopts new technology including troubleshooting and reporting tools.
 Meet or exceed all technical proficiency standards.
 Seeks out opportunities to learn new products and cross-train into multiple modalities.
 Remain positive and energetic in the face of adversity or failure.  Does not quit when a situation becomes difficult.
 Seeks out ways to improve a process and demonstrates to others.
 Early adopter of Philips initiatives and drives others to do the same.
 Looks for opportunities outside Philips to improve skills and self-development.
 Creates a development plan with manager.  Sets goals and milestones, following up with manager on a quarterly basis.
 Able to influence and drive a desired action or response.
BUSINESS RESULTS:

 Pursues new sales/service opportunities and communicates leads. 
 Participates in supplemental revenue programs with zeal. 
 Understands the financial reports and realizes the impact of their contribution to overall results. 
 Meets or exceeds established goals.
 Meets or exceeds all Service Engineer satisfaction ratings as measured by IMV CQ Survey.
 Works with customers to negotiate timely and cost effective solutions (e.g. FCOs and PMs).
 Understands customer entitlements, negotiates appropriate billing or escalates to manager for approval (i.e. getting timely PO, disputed AR avoidance).
 Finds creative ways to overcome obstacles (e.g. alternate sources for parts not available, alternative support when Zone Technical Specialist is not available).
  Has a strong, accurate sense of what's mission critical, and acts accordingly.
 Rallies resources from various departments and functions (account manager, SSS, factory) to accomplish long-term goals.

OTHER:

 Perform other related duties as assigned.
FSE 2 PROFICIENCIES:
 Technical Learning: Picks up on technical things quickly, can learn new skills and knowledge. Good at learning new industry, company, product, or technical knowledge—e.g.; Internet technology. Does well in technical courses and seminars.
 Ambiguity Tolerance: Can effectively cope with change. Can shift gears comfortably, decide and act without having the total picture. Isn’t upset when things are up in the air, doesn’t have to finish things before moving on. Can comfortably handle risk and uncertainty.
 Priority Setting: Spends his/her time and the time of others on what’s important. Quickly zeros in on the critical few and puts the trivial many aside. Can quickly sense what will help or hinder accomplishing a goal, eliminating roadblocks, creating focus.
 Perseverance: Pursues everything with energy, drive, and a need to finish. Seldom gives up before finishing, especially in the face of resistance or setbacks.
 Negotiating: Can negotiate skillfully in tough situations with both internal and external groups. Can settle differences with minimum noise and win concessions without damaging relationships. Can be direct and forceful as well as diplomatic. Gains trust quickly of other parties to the negotiations has a good sense of timing.
 Self-Development: Is personally committed to and actively works to continuously improve him/her self. Understands that different situations and levels may call for different skills and approaches. Works to deploy strengths works on compensating for weakness and limits.
 Peer Relationships: Can quickly find common ground and solve problems for the good of all. Can represent his/her interests and yet be fair to other groups. Can solve problems with peers with a minimum of noise, is seen as a team player and is cooperative. Easily gains trust and support of peers. Encourages collaboration and can be candid with peers.
 Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

 

 Associate Degree in electronics or equivalent combination of education and experience. At least 4 years experience in the electronics industry, preferably in a field service environment. Prefer BSEE/BSEET.
 Working knowledge of computers and networking.
 Have and maintain a valid driver’s license and comply with Philips’ Corporate Vehicle Fleet Policy.
 Demonstrated mechanical diagnostic troubleshooting and repair skills completed in an effective and timely manner.  Knowledge of associated tools and test equipment.
 Experience with diagnostic imaging equipment.
 Familiarity with the healthcare industry.  Understands the roles in various departments and users within a healthcare facility.
 Able to support the policies and procedures of the company and management structure.  Professional appearance and behavior.
 Ability to communicate effectively, share knowledge and cooperate in a team environment to achieve assigned goals and objectives.   Able to perform in a leadership role in some circumstances.  Proactively complete assignments.
 Flexible and willing to embrace change as customer requirements or business goals are modified.

Physical Demands and Work Environment:
 May be required to be available 24 x 7, required to rotate in an on-call status.
 Must possess a valid driver’s license and good driving record.
 Travel to the customer site, zone office or identified locations for meetings, training and business needs outside the Zone, as required.
 Average driving is 1 to 4 hours daily.
 Carries or pulls up to 40 lbs. of test equipment.
 Lift parts or carries parts weighing a few ounces to over 100 lbs. (assistance available when lifting items over 50 lbs).
 Frequently bends, stoops, twists, turns, and works in unusual positions using full body mobility.
 May work from ladders or scaffolding, on occasion.
 Potential exposure to hazardous physical, chemical, radiological and biological agents.
 May be required to adhere to certification/credentialing required by the Customer in connection with admission into its facilities to perform job duties.
o Customer requirements may include, but are not limited to drug testing and immunizations as dictated by the customer or facility policy.

 

Note: Philips is an equal opportunity employer

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