Product Support Engineer (Atlanta, GA)

Purpose:
Philips Medical Systems

A leader in Healthcare, Philips Medical Systems is one of the world’s top three medical device companies. Our mission is to improve the quality of people’s lives.

Our focus areas include imaging systems, customer services, information and monitoring systems. We enjoy a number one position in several of these including X-ray, cardiovascular ultrasound, patient monitoring and automatic external defibrillators. Our HeartStart Home Defibrillator brings life-saving technology to consumers in their own homes, where the majority of sudden cardiac arrests occur. It’s just one of the many ways we deliver ‘advanced’ technology that is ‘designed around you’ and ‘easy to experience’.

GXR

Product Support Engineer (Atlanta, GA)

Job Description

Functions as a representative for pre and post release product services for BU and or PMG. Maintain high customer satisfaction survey results for field support within a specified product line. Assist technical field specialists in customer management for all sites requiring escalated problem resolution, up to and including onsite support. Function as the new product introduction (NPI) representative from the SSR NA for service and works with the PMG to ensure product serviceability and field integration. Ensures service readiness for new products to include equipment services capabilities, training availability, parts inventory and documentation. Evaluates and ensures that specified service requirements are met prior to new product introduction. Determines launch readiness for all new products and provides signoff for the SSR. Drive product reliability issues (MTBF) to ensure that product issues from the field are properly reported to the product support team for resolution. Drive field service variability (MTTR) between zones/regions to maximize service profitability and reduce normalized parts consumption. Ensure timely and accurate distribution of technical information to the field service organization. Drive to ensure service readiness for new products to include equipment service capabilities, training availability and quality, marketing support, parts stocking, and documentation. Qualify and maintain the TOP issues, problem lists and drive resolution through the PMG and or PMS BU. Reports and drives actions to reduce field variability on key service deliverables that influence I&W costs. Performs analysis of technical issues and develops business plans to drive product design changes in the PMG and works with the field to implement improvement programs.

Philips is an Equal Opportunity Employer.

Job ID 33043
REQUIREMENTS
Required Qualifications:
Experience Requirements:
Preferred Profile

Knowledge, Skills and Abilities: Ability to work cohesively and effectively with employees at all levels of the organization. Ability to handle multiple simultaneous demands and prioritizes work without supervision. Excellent organizational and time management skills. Proficiency with Microsoft Office applications.Education and Experience: Bachelor of Science Degree Preferred in one of the following disciplines: Computer Science, IT, Electrical Engineering, Electrical Engineering Technology or other relevant discipline. Minimum ten (10) years servicing and / or Supporting Medical or IT Equipment. Must demonstrate a minimum of five (5) years experience in specified modality. Other Requirements: Varying travel required as directed by modality manager.