Service, FSE

  • JobDepot Partner
  • Boardman,OR United States
  • Feb 14, 2020
Full time

Job Description

Job Description

Service, FSE 3 (Winnipeg)


Responsible for identification and resolution of customer issues, providing the customer with the appropriate communication and involving appropriate Service and Sales personnel. Maintaining customer satisfaction is the primary goal. Therefore, the engineer must demonstrate ownership in difficult circumstances and show a sense of urgency about getting results prioritized by Service Management or the customer.

Understands customers competitive environment

Provides proactive regional leadership in the improvement of customer relationships and satisfaction.

Drives the region to maximize customer satisfaction consistent with regional business objectives. Shares best practices within local region and the entire Zone. Works closely with Sales to achieve results

Provides communication and leadership at luminary and the most challenging regional accounts.

Involved in multiple levels in accounts.


Performs a wide variety of tasks and changes focus quickly as demands change. Adapt to varying customer needs. Initiates and facilitates change and explains why. Seeks out, develops/facilitates and shares best practices.

Assesses situations and makes an optimal and speedy decision despite limited information. Solves problems while exhibiting judgment and a realistic understanding of all the issues. Overcomes roadblocks and provides permanent solutions.

Actively participates as a member of one or more regional empowered work teams. Puts the team ahead of individual needs.

  • Actively supports areas of empowerment and continuously improves the team processes
  • Assumes a leadership role in the work team environment


    Operate under the required knowledge of regulatory requirement (Federal and State Radiation performance standards, registration, Quality Systems Regulations, EPA regulations and OSHA regulations. Adheres to established quality requirements, (FDA ISO9000), and safety requirements (electrical & radiation safety, safe lifting practices, etc.).

    Manages company assets effectively including labor time, parts inventory levels, tools, test equipment calibration, RMAs, A/Rs, customer purchase orders, equipment, company vehicles, business expenditures

    Performs all administrative duties in a complete and timely manner including timesheets, service tickets, expense reports, FCOs, preventative maintenance, and other related paperwork.


  • Assesses situations and makes an optimal and speedy decision despite limited information. Solves problems while exhibiting judgment and a realistic understanding of all the issues.

    Problem Solving:

  • Defines problems: Collects data, establishes facts, and draws valid conclusions.
  • Has the ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
  • Applies his/her technical training and resources to effectively solve the most difficult problems. Ensures follow-up on on-going issues.
  • Demonstrates troubleshooting capability to the component level and able to explain the status of the repair to the customer, if needed.
  • Recognized expert in one or more modalities. Can solve complex image quality and reliability issues. Primary service engineer at luminary accounts.

  • Diagnoses & resolves equipment problems. Drives/leads solution to a high majority of regionally escalated issues.
  • Provides required preventative maintenance, factory modifications, normal installations and service
  • Utilizes the call escalation process and communicates customer issues to optimize customer uptime and satisfaction while maintaining ownership of the issue. Leads root cause analysis and follow-up actions and communications.
  • Installs products on which they have been trained (which may include uncrating, removal of packing materials, assisting in transporting equipment to installation site, mechanical assembly, and electrical hook-up in accordance with product wiring diagrams, technical documentation and corporate directives). Also includes final calibration, testing and clinical training. Completes all appropriate installation related reports. Meets corporate productivity objectives. Consistently improves and teaches installation efficiency
  • Provides training/mentorship/technical support to other FSEs. Assesses team/region training needs and implements training programs for current and future needs.


  • Champions/drives regional sales/service opportunities.
  • Implements revenue programs with zeal. Closes business.
  • Integrates knowledge of the business financials to drive business results.
  • Meets or exceeds established goals.
  • Perform other related duties as assigned
  • To succeed in this role, you will have the following skills and experience

  • Engineering technician or technologist diploma
  • 4+ years servicing electronic equipment
  • Experience with mechanical devices and tools and test equipment
  • Must possess demonstrated skills in using an oscilloscope, digital multimeter, etc.
  • Experience / Knowledge of telecommunication systems.
  • Must possess fundamentals of Dicom & Networking.
  • Experience with electronic circuit boards, processors and computer hardware including applications, programming and systems functionally.
  • PC competency and Proficient in Networking
  • Proficient in alternative methods in call debrief
  • In return, we offer you

    A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

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