Modality Manager IGT Devices (Coronary and Laser) - UK&I in Dartford

Philips is a global leader in health technology, driven by a vision to improve people’s lives through meaningful innovation. Delivering on this promise depends on a passionate, collaborative, and diverse team.

Within the Interventional Guided Therapy (IGT) Devices modality, Philips is an international market leader with a rapidly growing installed base. To support this growth, we are expanding our IGT Devices International Field Service Engineering team. In this role, you will build strong customer relationships by applying your technical expertise to install, service, and maintain systems at customer sites.

After intensive training, you will take responsibility for the following:

• Primary geographical scope: UK & Ireland, with backup support for other markets
• Certify and train Field Service Engineers (FSEs) from both direct and indirect organizations on Volcano installations
• Manage and resolve service escalations within your region
• Provide technical support to distributors and market engineers
• Technology scope: Coronary and Laser (CV, HRM) systems
• Execute service activities including installations, preventive maintenance, and corrective maintenance, in accordance with applicable BU/BL service manuals and Philips quality standards
• Collaborate closely with local market organizations and cross-functional teams
• Act as a Philips ambassador, ensuring high levels of customer satisfaction while meeting business targets
• Provide technical expertise for escalations and determine required support from clinical, marketing, or R&D teams
• Escalate critical issues to BU and Market senior leadership when required
• Conduct root cause analyses after escalations and initiate corrective actions to prevent recurrence
• Diagnose and resolve issues using remote or onsite troubleshooting, technical documentation, and service knowledge
• Maintain accurate and complete service documentation, including test and inspection results
• Ensure compliance with all applicable quality standards and procedures
• Handle customer complaints and escalations (safety and non-safety related) with timely analysis and resolution
• Submit service reports, job sheets, expense claims, field problem reports, and other documentation accurately and on time
• Identify customer needs and potential commercial opportunities during site visits and provide feedback to management
• Represent Philips professionally in appearance, conduct, and communication with customers
• Execute service requests and planned service activities in accordance with regulatory guidelines, processes, and procedures
• Focus on First Time Right, ensuring proper diagnosis, action plans, and parts availability before onsite visits
• Identify sales leads or value-added service opportunities that further support customers
• Complete all mandatory trainings within the required timelines

To succeed in this role, you should have:

• Bachelor’s degree in Electronics, preferably with a focus on medical instrumentation
• Relevant field service experience, preferably in the medical technology sector
• Strong technical knowledge of IT systems, including hardware, operating systems, and networking
• Ability to work independently while collaborating effectively in a team environment
• Strong communication and knowledge-sharing skills; ability to take a leadership role when needed
• Customer-focused mindset with a proactive approach to problem solving
• Flexible, resilient, and able to work effectively under pressure
• Fluent English communication skills
• Valid driver’s license
• Willingness to travel across the UK & Ireland (home-office based role)

Due to the role working in the healthcare environment, a standard DBS (Disclosure and Barring Service) criminal record check will be required for this role.

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.

We are committed to fostering a flexible work environment that is conducive to personal and professional growth and encourage open discussions around flexible working options to ensure we tailor a working arrangement suitable to individual needs while aligning with business goals.