To provide highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.
This role reports to Customer Service delivery Manager, Health Systems Vietnam CS & Operations
Location Ho Chi Minh City, Vietnam
Key Areas of Responsibility
Install Philips Healthcare (PH) equipment according standards with respect to quality and installation time as set by PH
Perform planned maintenance and equipment modifications within the scheduled time and to the quality standards set by PH
Perform corrective maintenance, supported when necessary by tier-2 support helpdesk
Demonstrate commitments to meet customer needs and requirements by ensuring all given quality standards
Submit timely and accurate service data, job sheets, reports, expense claims, radiation film badges, field problem reports and other paperwork as assigned
Be aware of customer needs and potential commercial leads (Philips Lifecycle Solutions PLS) through customer visits and provide feedback and recommendations to the management, relevant people within the organization
Support the District Customer Services & Operations Manager and the Customer Services Account Manager as appropriate with contract renewals etc.
Use company property with care to ensure optimal results with minimal operational costs
Keep abreast of new technologies likely to affect PH range of products
Be a professional representative for PH with respect to customer problems, ensuring personal acceptability by the customer in appearance and behavior in accordance with PH policy and targets
Responsible for 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
Responsible for completeness and accuracy of service records with particular attention to test & inspection results
Responsible for adopting appropriate ESD control while servicing PH equipment
Responsible for using appropriate electronic measurement equipment in calibration controlled cycle
Responsible for reporting identified device safety issues according to applicable PH quality standard policy
Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner
To succeed in the role, you must possess the below :
At least 3 years’ experience in medical equipment field (MRI, CT, CV)
University degree in Bio Medical or Electronics
Certification or training in relevant field highly advantageous
Good communication in both English and Vietnamese languages
Individual is required to travel to different areas in the country or overseas to support customers when needed
Able to work outside business hours if needed
Good team player
Demonstrates maturity in handling customers and senior stakeholders in the hospital environment
Exhibits ethics and compliance in accordance with Philips General Business Principles
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 improving 3 billion lives a year by delivering innovative solutions across the health continuum.
Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.