- Installing Philips Healthcare (PH) equipment according standards with respect to quality and installation time as set by PH
- Performing planned maintenance and equipment modifications within the scheduled time and to the quality standards set by PH
- Performing corrective maintenance, supported when necessary by tier-2 support helpdesk to ensure Time To System Up (TTSU) is within the norTSU
- Focusing on First Time Right ensuring there is a clear action plan & preparation, with parts (if required), and diagnosis before the onsite visit
- Providing technical support, troubleshooting and escalation support to Customer
- Demonstrating commitments to meet customer needs and requirements, taking ownership by ensuring all given quality standards and regulatory guidelines
- Submiting timely and accurate service records inclusive of diagnostics, resolution, test procedures, job sheets, reports, expense claims, radiation film badges, field problem reports and other paperwork as assigned
- Awarness of customer needs and potential commercial leads (Philips Lifecycle Solutions – PLS) through customer visits and provide feedback and recommendations to the management, relevant stakeholders within the organization
- Capturing medium complex solutions to allow for knowledge share and keeping abreast of new technologies likely to affect PH range of products
- Supporting the District Customer Services & Operations Manager and the Customer Services Account Manager as appropriate with contract renewals etc.
- Using company property with care to ensure optimal results with minimal operational costs
- Executing service events (maintenance & Installation) in compliance with applicable version of Business Unit (BU) / Business Line (BL) service manuals and relevant PH quality standard policies
- Completeness and accuracy of service records with particular attention to test & inspection results
- Adopting appropriate ESD control while servicing PH equipment
- Using appropriate electronic measurement equipment in calibration controlled cycle
- Reporting identified device safety issues according to applicable PH quality standard policy
- Reporting customer complaints and feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner and improving on Net Promoter Score (NPS)