Remote Service Engineer - Bogota and Medellin: Expert Technical Support for Healthcare Technology

Join Philips, a Leader in Health Technology, as a Remote Service Engineer

At Philips, we're driven by a simple yet powerful belief: every human matters. We're on a mission to make quality healthcare accessible to everyone, everywhere. As a health technology company, we're constantly innovating and pushing the boundaries of what's possible. We're now seeking a highly skilled Remote Service Engineer to join our team in Bogota and Medellin, working remotely to provide expert technical support to our customers.

About the Role

As a Remote Service Engineer, you'll be the first point of contact for customers experiencing technical issues with our products or services. Your role will be to receive, understand, route, and handle customer technical requests, ensuring timely and effective resolution. You'll be an ambassador for Philips, providing advanced technical support and communicating solutions or actions to customers, while adhering to our regulatory guidelines.

Key Responsibilities

• Provides advanced first-line remote technical support to customers, communicating solutions or actions, and acting in accordance with regulatory guidelines.
• Receives and registers requests or problems coming in from all media channels, including the creation of Cases or Work orders, and Parts requests.
• Accurately documents service records, including diagnostics, resolution, and test procedures, and Case status using the Service management system.
• Takes ownership of the customer's case, ensuring that the correct knowledge and diagnostics are captured to allow for First Time Right when the Field engineer attends the site.
• Acts as an escalation Initiator on Customer service escalations, providing a clear escalation description of steps taken for resolution/troubleshooting during normal service delivery process steps.
• Acts on Complaints (safety/non-safety related) or feedback, following agreed processes to ensure that information is captured as accurately as possible, to allow for timely follow-up.

Essential Qualifications and Skills

To succeed in this role, you'll need:

• Experience in incident resolution and ticket management.
• Familiarity with HIS (Hospital Information System) and PACS (Picture Archiving and Communication System).
• Technical skills on OS (Windows Server 2008-2019).
• Basic understanding of networking concepts, including VLAN, Load Balancer, and Switches.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.

Preferred Qualifications and Skills

While not essential, the following qualifications and skills will be considered a plus:

• Experience working in a healthcare technology environment.
• Knowledge of Philips products and services.
• Certifications in relevant technical areas, such as ITIL or CompTIA.
• Experience with remote support tools and technologies.
• Fluency in multiple languages.

Career Growth Opportunities and Learning Benefits

At Philips, we're committed to helping our employees grow and develop their careers. As a Remote Service Engineer, you'll have access to a range of training and development opportunities, including:

• Technical training on Philips products and services.
• Soft skills training, including communication and customer service.
• Opportunities for career advancement and professional growth.
• Mentorship and coaching from experienced colleagues.

Work Environment and Company Culture

At Philips, we pride ourselves on our inclusive and diverse culture. As a remote worker, you'll be part of a global team that values collaboration, innovation, and teamwork. You'll have the flexibility to work from anywhere, while still being connected to our vibrant company culture.

Compensation, Perks, and Benefits

We offer a competitive salary package, commensurate with experience. You'll also enjoy a range of benefits, including:

• Comprehensive health insurance.
• Retirement savings plan.
• Paid time off and holidays.
• Opportunities for professional development and growth.
• A dynamic and supportive work environment.

Don't Hesitate, Apply!

We value a great attitude and a willingness to learn above all. If you're passionate about delivering exceptional technical support and are excited about the opportunity to join a global leader in health technology, we encourage you to apply. Don't worry if you don't meet every single requirement – we're looking for talented individuals who are eager to learn and grow with our team.

Join us in our mission to make quality healthcare accessible to everyone, everywhere. Apply today and take the first step towards a rewarding and challenging career as a Remote Service Engineer at Philips.