Philips is a leading global healthcare company aiming to improve the lives of 2.5 billion people by 2030. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information, and Monitoring systems. With nearly 40,000 employees working in 100 countries, we are committed to helping create meaningful moments of care, whether in the hospital room, the living room, or the boardroom.

Job Title: Field Service Engineer

Job Location: Ho Chi Minh City, Vietnam (with the potential requirement to work at alternative locations including other regional locations).

We are seeking a customer-focused Field Service Engineer to join our team in Ho Chi Minh City, Vietnam specializing within our Diagnostic Imaging (DI) and Image Guided Therapy (IGT) portfolio, with experiences in MRI, CT, IXR/DXR. This is a critical customer-facing role with responsibilities of maintaining and developing robust customer relationships and providing expert technical advice on maintenance, installation, and servicing of our medical equipment (software and hardware) in line with our regulations and policies.

Key Responsibilities:

• Work collaboratively with the wider organization to provide exceptional service to our customers. Services include corrective & preventative maintenance, commissioning & installation of equipment, and software & hardware upgrades.

• Actively participate in the sales process and provide expert technical support throughout the entire life cycle of our customer relationships (from pre-sales through to implementation and post-sales support).

• Take a lead in supporting technical escalations through to resolution ensuring all stakeholders are continually updated on progress according to the company process.

• Provide best-in-class service to our customers with technical support, maintenance, and repairs on equipment.

• Determine the most cost-effective repair/solution to minimize customer downtime.

• Maintain a high level of knowledge through continual training and development and keep up-to-date with new technologies relevant to your area of focus. The Field Service Engineer is the ambassador of Philips ensuring that all customers are satisfied while meeting or exceeding our business targets.

• Executes technical service to the requests, problems, or planned service activities. These can be coordinated, scheduled, and with prepared action plans from the Customer care center. Solutions or actions should be carried out under our regulatory guidelines, processes & procedures.

• Solutions are provided by using Remote and Onsite diagnostics, troubleshooting techniques, service technical information, or knowledge, executing service work orders, and keeping the customer informed of the service status.

• Focuses on First Time Right ensuring action plans are followed, with parts (if required), and preparation such as diagnosis/troubleshooting information is executed as per action plan before the onsite visit as necessary.

• Handles complaints (safety & non-safety related) and escalations to ensure accurate and timely analysis and registration.

• Seek Lead generation for sales or value-added Service Opportunities, where we can support our customers further to deliver value.

• Support the FSE KPIs assigned individually and as a Team.

• Be able to work reasonable additional hours outside business hours at such times as are necessary to efficiently and effectively carry out the job role as defined by Philips from time to time.

Qualifications:

• A degree-level education or equivalent in Electronics, Electrical Engineering, or Biomedical Engineering  

• At least 3 -5 years’ experience in customer-facing service engineering background within the medical equipment industry particularly MRI, CT, IXR/DXR.

• Handling equipment installation and commissioning, preventive and corrective maintenance, field change orders, and related service activities with a focus on quality.

• Certification or training in relevant field highly advantageous

• Good English Communication Skills (both written and verbal)

• Individual is required to travel to different areas in the country or overseas to support customers when needed

• Highly amenable to work outside business hours as needed

• Strong team player

• Demonstrates maturity in handling customers and senior stakeholders in the hospital environment

• Exhibits ethics and compliance in accordance with Philips General Business Principles

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 improving 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there,you can also learn about our recruitment process, or find answers to some of the frequently asked questions.