Remote Service Engineer

Job Title

Remote Service Engineer (based in Medellin)

Job Description

Job Posting Description

The purpose of the Remote Service Engineer job family is to receive, understand, route and handle customer technical requests such as product or service malfunctions. These requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution.

Your role:

• Provides advanced first line Remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines.

• Receives & registers requests or problems coming in from all media channels.

• Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system.

• Taking ownership of the customer’s case in an ambassador role, ensuring where required the correct knowledge & diagnostics are captured to allow for First Time Right when the Field engineer attends site.

• Acts as escalation Initiator on Customer service escalations, and provides a clear escalation description of steps taken for resolution/troubleshooting during normal service delivery process steps.

• Acts on Complaints (safety / non safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, to allow for timely follow up

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You're the right fit if:

• incident resolution and Ticket management

• Experience with HIS and PACS

• Technical Skills on OS (windows Server 2008-2019)

• Basic networking understanding (VLAN, Load Balancer, Switches)

About Philips
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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.