Job TitleProduct Support Specialist, MR Magnets

Job Description

Become part of the dynamic Global Field Support team for MR equipment and contribute to end-to-end solutions for our customers.

In this role, you will have the opportunity to focus on specific regions and provide technical guidance for our complete range of MRI scanners (both 1.5T and 3.0T). You will work closely with specialists in service innovation, research & development, the complaint handling unit, and the business unit's application team to deliver solutions for the region within the stipulated time. You are responsible for providing remote technical support to the field service organization to resolve complex magnet problems and magnet product issues, such as:

Magnet quenchesMagnet recoveryDe-icingThermal cyclesSupport New product introduction

In addition to resolving customers' technical concerns, you will also work on the needs of the region to enhance their technical knowledge and skills. Therefore, you are responsible for conducting field education through "virtual workshops" from time to time for the regions.

Your responsibilities:

This position is responsible for all magnet escalations and managing service delivery for the META(Middel East Asia, Turkey and Africa), Western Europe, CEE(Central and Eastern Europe), and RCA(Russia and Central Asia) regions.

Field Support & Development:Develop and deliver knowledge to build skills and expertise with the Technical Support Specialists (level 2) and Field Support Engineers (level 1) to facilitate successful service to our customers, ensuring effective and timely resolution of observed issues.Drive global magnet service strategies (e.g., Certified Touch, Fast Response Team, Dedicated Magnet service Model, etc.).Ensure that essential information/known symptoms are quickly and efficiently communicated back to the field service teams (e.g., via webinars, workshops, training, service information/documentation).Perform troubleshooting and remote diagnostics; own and organize trend data collection and analysis of failing parts and technical issues.Provide technical support to the Complaint Handling Unit to meet the desired quality level of complaint feedback.  Document customer information and recurring technical issues to support product quality programs and product development toward R&D.  Drive successful new product introductions: Provide NPI(New Product introduction) support such as service process validation, field factory installations, first-of-a-kind installations, and field monitoring activities.

Escalation Management:Provide leadership and deliver on-site support to local service teams for troubleshooting complex technical problems (mainly magnet-related).Respond to product inquiries from the field service force, answer technical questions, and analyze problems.Provide timely and accurate technical expertise/support via escalation tools (e.g., ServiceMax/OneEMS, email, chat, phone) for questions/problems related to MR research devices.Instruct the local Field Service Engineers on the repair solution based on the recommendation of the Collaboration Office and facilitate the development of the action plan and resolution strategy.Conduct root cause analyses at the conclusion of escalations and initiate corrective actions to prevent recurrence of issues.

Safety & Security Management:Consult with the Security Officer when a potential security event is suspected and work with the Security Officer to develop appropriate action plans for escalations designated as security events.

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

Bachelor's or Master's degree or equivalent (preferably in an engineering, medical, or science-related qualification) or equivalent experience.5+ years of experience servicing MR equipment required, 10 years preferred, or equivalent experience.Ability to troubleshoot and think logically about solutions.Demonstrated ability to prioritize and handle multiple tasks in a timely fashion, with minimum supervision and efficient follow-up.  Demonstrated good judgment in selecting methods and techniques for obtaining solutions.  Demonstrated leadership skills; inspirational, empowering, hands-on, results-driven, get-things-done, and inclusive leadership qualities with strong cultural awareness and an attitude of agility.  Ability to work cohesively and effectively with employees at all levels/departments of the organization.  Experience in a medical business or knowledge of hospital workflow is beneficial.Excellent interpersonal communication skills, as well as being a motivated team player.Ability to instill confidence in our team's action plans, ensuring high customer satisfaction.  Excellent verbal and written communication skills (fluent in English, a second language preferred).Self-starter, self-motivated.Commitment to professional growth and development.Travel as required according to business requirements (30% travel).

Please Note:

This position is currently only open to candidates who are residents of the Netherlands.This vacancy will close on 23 February 2025

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.

This role is an office-based role.

About Philips
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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 commitment to diversity and inclusion here. #LI-EU