Response Center Engineer


Job Title
Response Center Engineer

Job Description
Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more. Like-minded, motivated, focused minds to join us in creating a healthier, more connected society while transforming themselves personally and professionally.


As a CCC Coordinator – Response Center Engineer  you will have the opportunity to process customer calls and be responsible for screening and diagnosing professionally Healthcare equipment to support customers and colleagues remotely with solving technical issues and ensuring maximum customer satisfaction



You are responsible for:

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
Advise 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
Advise the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources
Responsible for planning engineers related to Modality responsibility.
Responsible for coordination between CCC, CUSTOMER, Spare parts AND Engineer.
Responsible to drive Remote and FTR KPI’s to targets respectively 40% and 85%.
Will require minimal field work to keep abreast of technical capabilities.
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 in behavior in 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

You are a part of the dynamic South Africa Customer Care Centre Team .You will be reporting to the Customer Care Center Manager.

Requires a pleasant, assertive individual you can work very well in a team setting, a dynamic environment that requires flexibility and creativeness to achieve goals.



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

Degree level education or equivalent
Experience in maintenance and troubleshooting of technical complex systems
Fluent in English, verbal and written in addition to local language
In return, we offer you the unique combination of a critical and challenging role and a creative and empowering office environment. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.


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 a South African Citizen by birth or Naturalization prior to the 27 April 1994.