Job Title

Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

Key Areas of Responsibility

Customer Ownership

• Work to learn, and establish rapport with customers.
• 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 assist in identification and resolution of customer issues. Follow the appropriate escalation process.
• Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times. Begins to gain understanding of customer's business and environment.
• Establishes credibility and trust.
• Ensures customer satisfaction while meeting business objectives, measured.

• Teamwork
• Adopts best practices.
• 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 new device types, learns new tools).
• Actively participates as a member of local work team.
• Puts the team ahead of individual needs and displays a positive attitude.
• Actively supports areas of empowerment and continuously strives to improve the team processes
• Works on areas improving customer satisfaction and company profitability. Keeps commitments – does not “pass the buck.”
• Open to and embraces change.
• as “Net Promotor Score (NPS)”.
• Focuses on fixing the customer as well as the medical products. Sets realistic customer expectations. Interfaces with end-users, department managers and supervisors on routine issues.
• Generate revenue growth by offering solutions aligned with service portfolio.

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.
• Performs all administrative duties within established Philips and regulatory timeframes including timesheets, service work orders, expense reports, preventative maintenance, incoming inspections, site and service documentation, and other related paperwork.

Technical

• The MET may attend factory training classes and apply lesson learned through OJT training and experience.
• Assist in service call process and progress to the ability to resolve customer issues independently.
• Assist in the completion of PMs, incoming inspections, and shipping/receiving for bench repair items.
• Utilize tools, support, resources and escalation processes within required time frames to resolve customer and system problems timely and effectively.

Job Knowledge, Skills, Education, and Experience Requirements

• High school graduate or Vocational certificate in electronics, biomedical equipment servicing/engineering, or equivalent combination of education and experience in the electronics industry, preferably in a field service environment.
• 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.
• 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.
• Experience with biomedical equipment in healthcare settings preferred.
• Strong organizational skills, self-disciplined and the ability to work independently.
• Ability to communicate effectively with various levels of employees and customers both verbally and in writing.
• Ability to effectively operate in a team driven environment to achieve assigned goals and objectives.
• 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.

Physical Demands and Work Environment

• Job operates in the hospital/medical environment reporting to biomed shop daily performing repetitive tasks such as routine planned maintenance and inspecting new equipment to deploy within hospital.
• 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 liquefied 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.
• Occasional overnight stays and travel by air or train may be required for training.
• 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.

You are a part of
Describe in two to three lines the place of the role in the organization and the team culture.

To succeed in this role, you’ll need a customer-first attitude and the following

• Associate’s degree or equivalent training/experience in electronics or Biomedical Engineering.
• Minimum 5 years servicing biomedical equipment.
• PC competency, to include basic knowledge of word processing, spreadsheets, databases.
• Advanced experience with complex test equipment, mechanical devices and tools.
• Experience with electronic circuit boards, processors and computer hardware including applications, programming and systems functionality.
• Expertise in at least one specialty area in a single manufacturer.
• Minimum of one Manufacturer’s certification on medical specialty on a single model.
• Proficient in networking technologies and troubleshooting methods.
• Have and maintain a valid driver’s license and a driving record that is in compliant with Philips' Fleet Policy.
• Ability to communicate effectively with various levels of employees and customers both verbally and in writing.
• Ability to work cohesively and effectively with employees at all levels / departments of the organizations.
• Ability to effectively operate in a team driven environment and share knowledge to achieve assigned goals and objectives.
• Demonstrated leadership skills.
• Ability to adapt to changing work requirements in a complex, fast pace environment.
• 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.
• Performs a wide variety of tasks, multi-tasking, and change focus quickly as demands change. Adapts to varying customer needs. Manages priorities effectively.
• Strong organizational skills, self-disciplined, and the ability to work independently.
• CBET Certification desirable.
• Lean certification desirable.

How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:
We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

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.

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