Remote Service Engineer (based in Medellin) Job Posting Description The purpose of the Remote Service Engineer job family is to receive, understand, route and handle customer technical requests such as product or service malfunctions. These requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution. Your role: Provides advanced first line Remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines. Receives & registers requests or problems coming in from all media channels. Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system. Takes ownership of the customer's case in an ambassador role, ensuring where required the correct knowledge & diagnostics are captured to allow for First Time Right when the Field engineer attends site. Acts as escalation Initiator on Customer service escalations, and provides a clear escalation description of steps taken for resolution/troubleshooting during normal service delivery process steps. Acts on Complaints (safety / non safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, to allow for timely follow up. You're the right fit if: Incident resolution and Ticket management Experience with HIS and PACS Technical Skills on OS (Windows Server 2008-2019) Basic networking understanding (VLAN, Load Balancer, Switches) 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. 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. About Us 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. We're committed to building a diverse and inclusive workplace culture where people feel heard, valued and connected. Because we know the possibilities are unlimited when people feel empowered to grow and succeed together. #J-18808-Ljbffr