Job Title : Remote Monitoring & Diagnostics Service Specialist
At Philips our purpose is to improve people’s health and well-being through meaningful innovation. We are the leading innovator in Image Guided Therapy solutions.
In this role you will strengthen the Remote Monitoring Team of the Services and Solutions Deliverability department who are responsible for proactively monitoring the installed base of our fixed systems labs to drive customer satisfaction and improve service margin. Next to the operational role the Remote Monitoring team is also creating, maintaining and providing all log file based remote diagnostic content to the field supporting predictive/proactive services, reactive remote and onsite services.
The team directly contributes to better remote diagnostics performance, a better first visit rate, an improvement of unplanned downtime, a decrease of costs and increase of customer satisfaction.
You will closely work with a team of data scientists on the continuous development of advanced predictive, proactive and reactive diagnostic models and patterns. You will be working with log file data from our various interventional X-ray systems and sub-systems in the field in combination with advanced analytics, modelling and AI techniques supported by the data scientists.
The Remote Monitoring Team is also a crucial source of providing machine data analytics towards our Service, Quality and R&D groups for continuous improvement and future developments and data analytics.
You will be part of our Philips Image Guided Therapy fixed systems business.
Your role:
In this role, you will have to combine your technical knowledge, analytical and communication skills to drive improvements in our remote predictive and proactive capabilities to prevent unplanned downtime of our customers
You will be part of a team of 4 other Monitoring Engineers that monitor our customer installed base across the globe and sending out actionable cases to the markets
You will be working closely with our data scientists to create and improve diagnostic models combining your technical knowhow of our systems with the data science skills of the data scientist. Having SQL skills is required in collaboration with the data scientist and the ability to run queries on the Analytics Solutions Platform data sets.
You will be working in a service and engineering environment with subject matter experts from Service and in close collaboration with R&D software and hardware engineers, business and market colleagues.
The data you will be working with is both input for new predictive/proactive/diagnostic models as well as input for our quality and regulatory departments for improvements for future releases of our products and solving issues in the field.
You will be able to lead technical discussions/team meetings with the data scientists and support them in providing the technical systems knowhow as a subject matter expert.
The insights provided should drive business decisions and contribute to the growth of Philips.
You’re the fit if:
You have 8-10 years experience as Field Service Engineer / Remote Service Engineer / R&D engineer (e.g. test engineer) with Philips Cardiovascular medical devices
You have analytical problem-solving experience and have strong communication skills
You are a team player and able to speak up / lead discussions with different stakeholders on technical system level and guide the teams to solutions.
You are self motivated, and you are eager to keep yourself updated about technical developments and practices in own field through literature, courses/trainings, technical contacts, and competitive environment.
You are familiar with and able to use SQL and have affinity with data science topics.
You are a go to person willing to learn from and teach others (hands on, open and approachable personality)
> 2 years of experience within international service- and customer satisfaction environment and have a service attitude and are customer oriented
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. 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.
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