Job Title

Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*. Employees may request a reasonable accommodation.

In this role, you have the opportunity to

Support the Multi-Vendor Services (MVS) Biomedical business as an entry-level Medical Equipment Technician (MET), located onsite at a customer facility in West Monroe, LA. This role will provide administrative support to the onsite biomedical team. You will learn how to provide an outstanding customer experience, become a viable team member, and quickly get up to speed with technical expertise. This position will be responsible for customer relationship management through the effective use of technical knowledge to inspect, ship, and maintain low-risk biomedical equipment at customer sites; generate service revenue; adhere to state and federal regulatory requirements.

You are responsible for (but not limited to)

Customer Ownership

• Work to learn and establish rapport with customers.

• Provide appropriate, timely, and regular communications to customers and internal key stakeholders regarding customer and equipment issues.

• Demonstrate a sense of urgency to identify and assist in the identification and resolution of customer issues. Follow the appropriate escalation process.

• Provide exceptional customer service by adhering to customer entitlements, setting clear and realistic expectations, and meeting commitments and arrival times. Begins to gain an understanding of the customer’s business and competitive environment.

• Ensure customer satisfaction while meeting business objectives (measured as Net Promoter Score (NPS)); establish credibility and trust.

• Focus on fixing customer issues as well as medical products; interface with end-users, department managers, and supervisors on routine issues.

• Generate revenue growth by offering solutions aligned with the service portfolio.

Teamwork

• Adopt best practices to provide administrative support for the team.

• Proactively schedules activities & makes him/herself available to assist others.

• Seeks out opportunities to increase capability and capacity (i.e. may be required to become qualified in new device types, learns new tools).

• Actively participates as a member of the regional work team.

• Puts the team ahead of individual needs and displays a positive attitude.

• Actively supports areas of empowerment and continuously strives to improve the team processes.

• Works on areas improving customer satisfaction and company profitability. Keeps commitments – does not “pass the buck.”

• Open to and embraces change.

Compliance

• Operate under the required knowledge of State and Federal regulatory requirements. Adheres to established training, quality, and safety requirements.

• Manages company assets effectively in accordance with established Philips processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, equipment, company vehicles, business expenditures, etc.

• Performs all administrative duties within established Philips and regulatory timeframes including timesheets, service work orders, expense reports, preventative maintenance (PM), incoming inspections, site and service documentation, and other related paperwork.

Technical

• May attend factory training classes and apply lessons learned through on the job training (OJT) and experience.

• Assist in the service call process and progress to the ability to resolve customer issues independently.

• Assist in the completion of planned maintenance (PM), incoming inspections, electrical safety checks, shipping/receiving for bench repair items, and administrative database maintenance as needed (e.g. attaching field service reports from third parties).

• Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively.

• May be required to perform equipment cleaning and distribution based upon local site needs and entitlements.

You are part of

The Multi-Vendor Services Biomedical organization. You will benefit from the team’s growing breadth and depth of healthcare products and services portfolio, and you will be challenged to drive our best-in-class reputation through top customer experience ratings. In a “One Team” culture, you’ll have the support of an intrinsically linked group of multi-disciplinary experts who are driven by a common mission of making the world healthier and more sustainable. You will contribute to providing the right data, context, and approach which will change the way we do business and make a difference for our customers.

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

• High school graduate or vocational certification in electronics, biomedical equipment servicing/engineering, or equivalent combination of education and experience in the electronics industry.

• Experience with biomedical equipment or administrative backgrounds in a healthcare/medical setting preferred.

• Knowledge of computers and networking; PC competency to include utilization of Microsoft Office Suite products.

• Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.

• Ability to understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.

• Ability to display strong organizational and multi-tasking skills, self-discipline, and autonomy to work independently in a high-pressure environment.

• Ability to adapt to changing work requirements in a complex, fast-paced environment.

• Ability to effectively operate in a team-driven environment to achieve assigned goals and objectives.

• Ability to communicate, written and verbally, with various levels of employees and customers.

• Must have and maintain a valid driver’s license and driving record that is compliant with Philips’ Fleet Policy.

Physical Demands and Work Environment

• Job operates in the hospital/medical environment, reporting to the biomedical shop daily to perform repetitive tasks such as routine PM and inspecting new equipment to deploy within the hospital.

• May require travel to customer sites other than assigned site, zone office, or identified locations for meetings. Occasional overnight stays and travel by air or train may be required for training.

• Responsible for carrying and monitoring company cell phone and being available and responsive during scheduled and non-scheduled hours, except during rest and meal periods as required by applicable state law.

• Must be flexible in working hours as this position will require customer support during non-regular business hours, mandatory overtime on short notice, and/or weekend work as necessary.

• Ability to participate in an on-call rotation to provide customer support.

• Potential exposure to hazardous physical, chemical, radiological and biological agents and loud noise.

• May work in environments where devices producing one or more of the following may be in use: high levels of radiation, high magnetic fields, high voltages, compressed and liquefied gases, and radioactive materials. Strict adherence to corporate and site safety procedures is mandatory.

• May work from ladders or scaffolding, on occasion.

• Frequently in contact with electrical equipment. Occasional use of vibrating tools.

• Frequently using standard office equipment such as computers, phones, and medical test equipment; regularly speaking, hearing, and viewing computers.

• Frequently lifting, carrying, pushing, or pulling up to 20 pounds. Occasionally lifting or carrying up to 100 pounds, with assistance available when lifting or carrying items over 50 pounds.

• Frequently standing, walking, stooping, kneeling, and extending reach. Occasionally twisting and crawling. Regular grasping and repetitive hand movements.

• Use of personal protective equipment (PPE) may be required including, but not limited to, radiation monitoring badge, safety glasses, hard hats, hard toes shoes, and gloves.

• May be required to adhere to certification/credentialing required by the customer in connection with admission into its facilities to perform job duties. Customer requirements may include, but are not limited to, drug testing and immunizations as dictated by the customer or facility policy.

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to West Monroe, LA.

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.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

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Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.