Job Overview The Remote Service Engineer is responsible for receiving, understanding, and resolving customer technical requests. These requests can be received via multiple contact channels, including cases or work orders, parts requests, and status updates. Key Responsibilities - Provides advanced first-line remote technical support to customers, communicating solutions or actions in accordance with regulatory guidelines. - Registers requests or problems from all media channels and accurately documents service records using the service management system. - Owns the customer's case, ensuring correct knowledge and diagnostics are captured for first-time resolution when the field engineer attends the site. - Escalates issues as necessary, providing clear descriptions of steps taken for resolution/troubleshooting. - Handles complaints or feedback, following processes to ensure accurate information capture for timely follow-up. Requirements To succeed in this role, you should have experience with incident resolution and ticket management, as well as technical skills on operating systems (Windows Server 2008-2019) and basic networking understanding. Additionally, experience with RIS and PACS is highly desirable. Working at Philips We believe that collaboration and teamwork lead to better outcomes. Our field roles are most effectively performed outside of main facilities, typically at customers' or suppliers' locations. At Philips, we're committed to ensuring everyone has access to quality healthcare. We encourage you to apply if you're interested in making a difference. Learn more about our business, history, and purpose to see how you can contribute to our mission.