CCC (Customer Care Center) Field Service Engineer Coordinator - Response Center

Job description

Why choose Philips

Philips is a multinational company that is sharpening its strategic focus by establishing two, market-leading companies in Health Technology and Lighting Solutions. Our company in Health Technology will enable Philips to capitalize on the convergence of professional health care and consumer end-markets across the health continuum, from healthy living and prevention, to diagnosis, treatment, recovery and home care. Our company in Lighting Solutions will target attractive opportunities in lighting, building on Philips' market leadership in LED lamps, luminaires and connected lighting systems & services.

Philips is a public company listed at the New York and Amsterdam stock exchange. Philips is active in more than 100 countries around the globe. Our Global headquarters are in the Netherlands.

With a growing presence in cardiology, oncology, and women's health, Philips operates in the key areas of Imaging Systems, Patient Care & Clinical Informatics, Home Healthcare and Customer Services. Within these areas it offers unique business propositions that deliver value throughout the cycle of care - from disease prevention and screening to diagnosis, treatment, therapy monitoring and disease management. Irrespective of whether the care cycle takes the patient from doctor's office to hospital or hospital to home, or simply from one medical department to another, Philips unique medical solutions are designed to optimize the quality and flow of patient information and clinical decision making. Want to know more? Take a look at some of Philips business highlights in healthcare.

A career at Philips won't see you stuck in an office or laboratory. Our commitment to meeting the needs of patients and clinicians means you'll be dealing with real people, understanding the way they work, the way they feel and what it takes to improve their daily lives. And because those needs and ways of working are different in different parts of the world, working for Philips will give you a unique perspective on the global healthcare industry - a unique opportunity to personalize your career in an era of personalized medicine.

About Philips Africa:

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 presence in seven other African countries, in the cities of Accra, Algiers, Casablanca, Cairo, Lagos, Nairobi and Tunis. Philips Africa is definitely one of the growth drivers for Philips.

Job title

CCC (Customer Care Center) Field Service Engineer Coordinator - Response Center

Report to

Customer Care Center Manager

Aim of the job

We have an excellent opportunity for a freshly graduated Biomedical Engineer to join our Philips Customer Care Center team in Cairo on permanent basis.

You will be responsible for customer call processing, screening and diagnosing professionally Healthcare equipment to support customers and colleagues remotely with solving technical issues and ensuring maximum customer satisfaction.

Key Areas of Responsibility

· Diagnose healthcare equipment to the quality standards set by Philips Healthcare (PH) remotely by interviewing customers or colleagues by telephone or by remotely logging in to the system

· Advice Customer Care Center Coordinators and District Operations Managers and / or Team Leads about the best follow-up w.r.t. technical state of the diagnosed healthcare equipment

· Advice the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources

· Take calls from customers and make sure they are processed in the CCC ERP on timely manner including all relevant data

· Support Field Services Engineers in the field with technical knowledge

· Escalate technical issues to the Technical Support Specialist

· Escalate technical issues to Business Unit support after consultation of the Technical Support Specialist

· Monitor critical functions of the equipment's in the IB and environmental conditions including RSN and True reachability.

· Lead the planning and implementation of FSN's and FCO's accelerating remote implementation where applicable.

· Submit timely and accurate service data, job sheets, reports, expense claims, radiation film badges, field problem reports and other paperwork as assigned

· Keep abreast of new technologies likely to affect PH range of products

· Use company property with care to ensure optimal results with minimal operational costs

· Be a professional representative for PH with respect to customer problems, ensuring personal acceptability by the customer and behavior are accordance with PH policy and targets

· Conform to PH safety standards including health and safety regulations and in the event of hazards or accidents to take immediate control of the situation and involve the Operations Manager and / or the responsible person to handle properly confidential issues according Philips standards and to act according General Business Principals

· Follow all quality standards within the frame of valid PH business policies

· Follow the company quality regulations (ISO 9001; PQA; TQM) and internal directives and procedures

Authorities

· Ordering spare parts

· Execute remote service activities when product certified

· Initiate new and changes in Installed Base data

· Initiate technical escalations to the Business Line

Education & Experience

· Degree level in Biomedical Engineering or equivalent

· Fluent in English, verbal and written in addition to local language (compulsory as the role will be supporting other African Markets).

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 an Egyptian Citizen and have the legal right to work in Egypt.