Job title remote service engineer job description the purpose of the remote service engineer 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 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, in accordance with regulatory guidelines. receives and registers requests or problems from all media channels. accurately documents service records, including diagnostics, resolution, test procedures, and case status using the service management system. owns the customer’s case, ensuring the correct knowledge and diagnostics are captured for first-time resolution when the field engineer attends the site. acts as escalation initiator on customer service escalations, providing clear escalation descriptions of steps taken for resolution/troubleshooting. handles complaints (safety and non-safety related) or feedback, following processes to ensure accurate information capture for timely follow-up. you're the right fit if: experience with incident resolution and ticket management. experience with ris and pacs. technical skills on os (windows server 2008-2019). basic networking understanding (vlan, load balancer, switches). how we work together we believe that we are better together t...
Job title the purpose of this role is to provide advanced first-line remote technical support to customers, receiving and registering requests or problems from various media channels. the successful candidate will accurately document service records, own the customer's case, and act as an escalation initiator on customer service escalations. key responsibilities: - provide remote technical support to customers, communicating solutions or actions in accordance with regulatory guidelines. - receive and register requests or problems from all media channels. - accurately document service records, including diagnostics, resolution, test procedures, and case status using the service management system. - own the customer's case, ensuring the correct knowledge and diagnostics are captured for first-time resolution when the field engineer attends the site. - act as escalation initiator on customer service escalations, providing clear escalation descriptions of steps taken for resolution/troubleshooting. requirements: - experience with incident resolution and ticket management. - technical skills on os (windows server 2008-2019). - basic networking understanding (vlan, load balancer, switches). how we work together we believe that we are better together than apart. field roles are most effectively performed outside of the main facilities, typically at the customers' or suppliers' locations. about philips we are a health technology company committed to ensuring everyone has access to quality healthcare....
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