Field Service Engineer - IGT

Job Title Field Service Engineer - IGT Job Description Work Location: Vijayawada Job Summary: The Field Service Engineer is responsible for delivering technical support and maintenance services including troubleshooting, repairs, and installations. The role documents detailed service activities, working under direct supervision and prepares for service visits to achieve first-visit resolution. The role takes an active role in addressing customer escalations and feedback and executes moderately complex service tasks in the field. The role supports business growth by identifying sales opportunities and value-added services, continuously expanding product knowledge to maintain high standards of service and technical expertise. Job Responsibilities: • Delivers technical support and maintenance services to customers, performing troubleshooting, repair, and installation of products and services with moderate independence, while adhering to regulatory guidelines and company standards. • Documents service activities in detail, including diagnostics, resolutions, test procedures, and case status, ensuring accuracy and completeness to maintain transparency and traceability. • Works under direct supervision, following established processes, and using independent judgment to ensure compliance with operational policies and the delivery of consistent, high-quality service. • Tracks and records customer interaction time, parts usage, and service outcomes in real-time with high accuracy, contributing to operational efficiency and accountability. • Prepares for service visits by diagnosing issues, organizing necessary parts, and formulating clear action plans, striving for first-visit resolution to enhance customer satisfaction and service effectiveness. • Assists in addressing customer escalations, complaints, and feedback, coordinating the implementation of action plans to resolve issues efficiently and maintain customer trust. • Executes service tasks in the field, utilizing diagnostic tools and troubleshooting techniques, while managing more complex issues and ensuring smooth operation and reliability of products. • Supports business growth by identifying potential sales opportunities or value-added services during field service visits, actively engaging with customers to enhance overall service delivery. • Expands knowledge of assigned products and services continuously, seeking opportunities for improvement in service delivery to maintain high standards of customer support and technical expertise. Minimum required Education: Bachelor's Degree in Engineering, Medical, Science related field or equivalent. Minimum required Experience: Experience in IT, Network Diagnosis, System Connectivity, Remote Service within Engineering, Medical, Science related environment or equivalent with Vocational Education OR no prior experience with Bachelor's Degree. Preferred Skills: • Regulatory Compliance • Data Analysis & Interpretation • Root Cause Analysis (RCA) • Troubleshooting • Escalation Management • Service Operations • Technical Documentation • Customer Service • KPI Monitoring and Reporting • Product Installation • Product Repair & Maintenance How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. Indicate if this role is an office/field/onsite role. About Philips We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others. • Learn more about our business. • Discover our rich and exciting history. • Learn more about our purpose. If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here. At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success. It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. 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