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Philips

Field Service Engineer - Salt Lake City, UT

Salt Lake City, UT / Remote

Job Title
Field Service Engineer - Salt Lake City, UT

Job Description
Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees may request a reasonable accommodation. Montana employees are currently excluded from this requirement at this time.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

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This role is located onsite in SLC, UT. Company relocation benefits will not be provided for this position

The Field & Remote Service Engineer supports the Precision Diagnosis & Image Guided Therapy business within an assigned geographical area both onsite and remotely. 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. Additionally, the Field & Remote Service Engineer will provide telephone remote technical support and provide remote diagnostics to customers and field partners utilizing remote access technologies.

Key Areas of Responsibility

Customer Ownership
  • Build credibility and trust with customers by conducting pro-active customer visits and maintaining professional interactions onsite and remotely, via telephone or in written internet-based email or chat sessions.
  • 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.
  • Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times. Understand, explain, and leverage knowledge of customer's business and competitive environment.
  • Generate revenue growth by offering solutions aligned with service portfolio .
Teamwork
  • Adopt, develop and implement best practices. Provide feedback and recommendations for product and process improvements.
  • Proactively schedules activities & makes him/herself available to assist others.
  • 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.
  • Acts as a mentor/coach in the technical and soft-skill development of peers.
  • Externally and internally promote remote as first contact as a trusted and valued opportunity for our customer to improve system uptime
  • Actively participates as a member of regional work team and works to improve team processes.
  • Provides proactive leadership in the improvement of customer relationships, expectations and satisfaction.
  • Ensures quality hand-off for calls that could not be remotely resolved including providing all remote steps taken prior to the on-site dispatch.
Compliance
  • 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.
  • Meet productivity goals and 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.
Technical
  • Must be qualified and perform on-site and remote work in at least one modality. May be asked to become qualified in and perform work in multiple modalities. Recognized as an expert in and outside of assigned team. Pursues knowledge of technical advances and current industry trends. Seeks out formal and informal training opportunities.
  • Independently resolve equipment and customer issues both on-site and remotely.
  • Independently complete PMs, FCOs, installations, and all related tasks.
  • Independently diagnose and resolve electronic, network, and mechanical problems. Ability to identify application and image quality issues.
  • Utilize tools, support, resources and escalation processes within required time frames to resolve customer and system problems timely and effectively.
  • Documents customer information and recurring technical issues to support product quality programs and product development, distributes information appropriately.
  • 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.
Job Knowledge, Skills, Education, and Experience Requirements
  • Bachelor's Degree in electronics or equivalent combination of education and experience. At least 5 years' experience in diagnostic imaging, preferably in a field service environment.
  • 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.
  • Ability to communicate effectively with various levels of employees and customers both verbally and in writing.
  • Advanced knowledge of computers and networking.
  • 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, share knowledge, and lead the team to achieve assigned goals and objectives.
  • Experience with diagnostic imaging equipment required.
  • Strong organizational skills, self-disciplined, and the ability to work independently.
  • Ability to adapt to changing work requirements in a complex, fast-paced environment.
  • Understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.
  • Ability to read and interpret schematics and site drawings.
Physical Demands and Work Environment
  • Job operates in the hospital/medical environment and remotely from home office location.
  • Potential exposure to hazardous physical, chemical, radiological and biological agents and loud noise.
  • 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 liquified gases, and radioactive materials. Strict adherence to corporate and site safety procedures is mandatory.
  • Frequently in contact with electrical equipment.
  • This role routinely uses standard office equipment such as computers, phones, medical test equipment.
  • Average driving can be 1-4 hours daily and may exceed 50% at times. Occasional overnight stays and travel by air or train may be required.
  • 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.
  • 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.
  • May work from ladders or scaffolding, on occasion.
  • Ability to participate in an on-call rotation to provide customer support.
  • Regularly speaks, hears, and views computers.
  • 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.
  • Frequently stand, walk, stoop, kneel, and extended reach.
  • Regular grasping and repetitive hand movements.
  • Occasional use of vibrating tools.
  • 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.
  • 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.
Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you. Visit our careers website to explore what it's like working at Philips , read stories from our employee blog , find information about our recruitment process and answers to some frequently asked questions .

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

Client-provided location(s): Salt Lake City, UT, USA
Job ID: Philips-480894
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • HSA
    • HSA With Employer Contribution
    • Fitness Subsidies
    • Pet Insurance
    • Mental Health Benefits
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Snacks
    • On-Site Cafeteria
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
    • Summer Fridays
  • Financial and Retirement

    • 401(K) With Company Matching
    • Stock Purchase Program
    • Performance Bonus
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)
    • Woman founded/led
    • Black founded/led
    • Latinx founded/led
    • Asian founded/led
    • LGBTQ+ founded/led
    • Veteran founded/led

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