Field Services Engineer PCMS (Patient Care and Monitoring Solutions)
9d ago

Job Description

Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation.

Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more.

Like-minded, motivated, focused minds to join us in creating a healthier, more connected society while transforming themselves personally and professionally.

Philips Africa comprises all 54 countries of Africa, from the Cape to Cairo, and from the Atlantic to the Indian Ocean. Philips Africa is headquartered in Johannesburg, South Africa and it has a direct presence in four other African countries, in the cities of Accra, Casablanca, Cairo and Nairobi.

Currently we have an opportunity for a dynamic Field Service Engineer PCMS (Patient Care and Monitoring Solutions) to join our Customer Service Market Operations team in Woodmead, Johannesburg - SA.

The Patient Care and Monitoring Solutions (PCMS) business serves the healthcare community through effective and efficient management of capital medical equipment installations and IT solution implementations at various stages across the healthcare continuum.

In this role you will be configuring, testing, maintaining and supporting PCMS hardware and software, including problem identification, system architecture definition / specification, implementation, acceptance testing, customer training and solution activation.

You will be reporting to the Services Delivery Manager.

In this role you are responsible for :

  • Serves as the technical resource for implementing new releases at existing customer sites or implementing less complex systems at new customers.
  • Prepares site assessments.
  • Provides technical review of system configurations to ensure viability of system performance.
  • Prepares as-built drawings to document work completed during project or particular job.
  • Resolves standard customer issues requiring independent judgment based on IT knowledge and skills.
  • Provides remote and on-site technical support to installed customer base.
  • Instructs customers in the operation and maintenance of the Philips solution.
  • Performs regular maintenance, completes required technical modifications, and conducts troubleshooting and repair to remedy issues.
  • Escalates any technical configuration that is not consistent with technical standards.
  • Proactively suggests process and product improvements based on site experiences
  • Demonstrates skills of an IT professional with a basic understanding of the Philips' Product(s), IT industry practices and company policies and procedures.
  • Delivers customer projects that require analysis of situations and full understanding of the solution being implemented.
  • Works under moderate supervision or shadowing
  • Relies on instruction, pre-established guidelines, and a moderate level of independent judgment to perform job functions.
  • Exercises independent judgment to adapt to typical variances in the customer environment for obtaining effective results.
  • Properly completes assigned project activities with responsibility for results within project work estimates and defined delivery methods
  • Works in conjunction with internal project managers, clinical application consultants, senior FSEs, third-party entities, and customer technical lead.
  • Provides regular status of installation activities to project manager, other team members, and functional manager.
  • Collaborates with Philips Solution Architects to assist in the solution selling process.
  • Diagnoses and resolves technical hardware and software issues (remotely & on-site).
  • Analyzes reported problems via Remote Service functionality and / or direct contact with the site and collaborates with the Customer Care Solutions Center support engineer to identify, analyze and develop a resolution plan and take the actions required to resolve a customer’s issues.
  • Resolution plans which exceed the individual’s skill or experience level are escalated to the next support level. Regular updates regarding the status of the repair activity are communicated to the customer and Philips management.

    To succeed in this role, you should have the following skills and experience :

  • Bachelor’s degree in Electrical Engineering, Electrical Engineering Technology, Information Systems Technology or related field preferred;
  • or two years formal education combined with appropriate high tech-related experience

  • Demonstrated knowledge of Microsoft technology fundamentals (Operating System, Server Administration, Networking, Security Fundamentals), or Microsoft Technology Associate (MTA) Certification
  • Demonstrated knowledge of virtualization technologies (network virtualization, data center virtualization, client virtualization), or VMware Certified Associate (VCA) certification
  • Previous experience working in a hospital, technical or customer service environment.
  • Training / experience in troubleshooting and resolving complex technical problems
  • Excellent customer service skills and ability to effectively communicate with customer managers and technical staff on technical and business issues in local language and English.
  • Ability to influence internal and external resources to a stated objective without formal authority
  • Deliver required results with high levels of customer satisfaction, both internal external
  • Demonstrates punctuality and efficient work habits. Able to self-direct and to effectively manage priorities.
  • Strong organizational, time management and planning skills in order to be successful in a role performing a wide variety of tasks associated with varying customer needs, and an ability to change focus quickly as demands change
  • Employment Equity

    The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

    Only apply for this role if you are a South African Citizen by birth or Naturalization prior to the 27 April 1994.

    Our Offer :

    At Philips, we are driven by our mission to improve the lives of 3 billion people per year by 2025, and every day we move closer to achieving our goal by creating cutting-

    edge solutions that lead to confident diagnosis, improved care, and increased quality of life for patients. Thanks to our employees who share our passion for improving lives, we are at the forefront of the Healthcare industry.

    We enable our employees to create a legacy in life through their work and support their development through people-centric learning, total rewards and personalized development planning programmes.

    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. Learn more by watching this video.

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