Philips Field Service Engineer, Technical Consultant (Washington, DC) in Cambridge, Massachusetts
Field Service Engineer, Technical Consultant (Washington, DC)
The Technical Consultant (TC) is responsible for following defined procedures and methodologies to install, configure, test, maintain and support hardware and software solutions, including problem identification, system architecture definition / specification, implementation, basic integration, validation and verification testing, customer education, solution activation, and system restoration. The Technical Consultant works with a variety of customers across the globe to conceptualize, design and optimize Philips solutions with the aiming for customer success. Designing for these unique environments requires strong, proven design talent and a deep knowledge of technical and customer best practices in a variety of environments.
Serving as a consultant to provide technical recommendations that best suit the environment based on customer requirements; actively supporting the transition from a break fix operating model to a customer solution focused operation model.
Driving continuous improvements of our implementation methodology and service offerings based on customer feedback; actively supporting to implement service strategies to achieve customer loyalty.
Structuring problems and designing effective solutions to which the customer believes and advocates.
Developing enduring relationships with customers at all levels to ensure project completion, customer success, and more business; earning the respect of the team.
Communicating, verbally and in writing – face to face and from a distance, simply and persuasively to different customer audiences, ranging from individual contributors to organizational leadership.
Leading and directing a diverse team of internal and external resources.
Documenting solutions to ensure support teams and other consultants can participate in support and onward development.
Actively participating as a member of the regional work team and working to improve team processes with clinical, sales, and service partners.
Contributing to the collective learning of Philips, seeking to share knowledge globally; assessing and sharing repeatable processes that can be leverage across multiple projects.
Serving as a key member of the implementation project and/or service team; fostering collaboration through sharing experiences, information, perspectives, skills, and expertise.
Coordinating project resources and tasks efficiently to create more leverage; enabling team members to focus more on customer deliverables.
Operating under the required knowledge of State and Federal regulatory requirements; adhering to established training, quality, and safety requirements.
Managing 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.
Performing all administrative duties within established Philips and regulatory timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork.
Executing activities as described in the Philips Excellence Process Framework.
Representing Philips professionally in both customer and internal team situations.
Improving operational performance and compliance, individually and across the Connected Care organization; supporting change initiatives to improve inefficiencies, productivity, and execution of business commitments.
Installing, servicing, and testing IT networks, following stringent real-time patient data requirements.
Installing complex, multi-phased systems comprised of IT infrastructure and patient monitoring equipment in both clinical and non-clinical environments.
Independently diagnosing and resolving electronic, network, and mechanical problems; providing a technical review of system configurations to ensure viability of system performance during implementations.
Building, deploying, and/or integrating solutions.
Collaborating on fulfilling technical implementation deliverables, such as detailed design documentation, system build, configuration, and testing.
Resolving technical issues and offering proactive technical support.
Practicing configuration management and version control.
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.
You're the right fit if:
Bachelor’s in computer science, electronics, biomedical or other related disciplines and/or equivalent combination of education and 3+ years of professional working experience in the healthcare/IT technologies or electronics industry, preferably in a field service and/or hospital environment.
Cisco Certified Network Associate (CCNA) certification and network troubleshooting experience is required (must obtain CCNA within 4 months from start of employment).
Microsoft patching experience highly preferred. Microsoft and other certifications are desirable – Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), VMWare.
Experience with medical devices such as patient monitoring, telemetry units, ventilators, and defibrillators highly preferred.
Working knowledge of mechanical devices, tools, and test equipment; must possess demonstrated skills in using oscilloscopes, digital multimeters, etc.
Working knowledge of electronic circuit boards, processors and computer hardware including applications, programming, and systems functionality.
Experience and knowledge of telecommunication systems required.
PC competency, to include basic knowledge of word processing, spreadsheets, and databases required.
Ability to 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.
Ability to understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.
Ability to read and interpret schematics and site drawings with minimal assistance.
Ability to display strong organizational and multi-tasking skills, self-discipline, and autonomy to work independently in a high-pressure environment.
Ability to adapt to changing work requirements in a complex, fast-paced environment.
Ability to effectively operate in a team-driven environment and share knowledge to achieve assigned goals and objectives.
Ability to demonstrate exceptional customer service skills.
Ability to communicate, written and verbally, with various levels of employees and customers.
Must have and maintain a valid driver’s license and driving record that is compliant with Philips’ Fleet Policy.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Serviceposition.
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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.
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. The preferred location for this position is Washington, DC .
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
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