Job Title

Job Description

This position is an entry level position for an employee with limited experience. The focus is learning how to provide an outstanding customer experience, become a viable team member and quickly get up to speed with technical expertise. The MET will learn to work independently as well as in a team environment while under direct supervision.

The Medical Equipment Technician (MET) position supports the Multi-Vendor service Biomedical business within an assigned customer healthcare facility. This position will be responsible for customer relationship management through the effective use of technical knowledge to inspect, ship and maintain low-risk biomedical equipment at customer sites; generate service revenue; adherence to state and federal regulatory requirements. METs may be required to perform equipment cleaning and distribution based upon local site needs and entitlements.

Key Areas of Responsibility

Customer Ownership

• Work to learn, and establish rapport with customers.
• Provide appropriate, timely, and regular communications to customer and internal key stakeholders regarding customer and equipment issues.
• Demonstrate a sense of urgency to identify and assist in identification and resolution of customer issues. Follow the appropriate escalation process.
• Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times. Begins to gain understanding of customer's business and environment.
• Establishes credibility and trust.
• Ensures customer satisfaction while meeting business objectives, measured as “Net Promotor Score (NPS)”.
• Focuses on fixing customer issues as well as the medical products. Sets realistic customer expectations. Interfaces with end-users, department managers and supervisors on routine issues.
• Generate revenue growth by offering solutions aligned with service portfolio.

Teamwork

• Adopts best practices.
• Proactively schedules activities & makes him/herself available to assist others.
• Seeks out opportunities to increase capability and capacity (i.e. may be required to become qualified in new device types, learns new tools).
• Actively participates as a member of local work team.
• Puts the team ahead of individual needs and displays a positive attitude.
• Actively supports areas of empowerment and continuously strives to improve the team processes
• Works on areas improving customer satisfaction and company profitability. Keeps commitments – does not “pass the buck.”
• Open to and embraces change.

Compliance

• Operate under the required knowledge of State and Federal regulatory requirements. Adheres to established training, quality, and safety requirements.
• Manages company assets effectively in accordance with established Philips processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, equipment, company vehicles, business expenditures, etc.
• Performs all administrative duties within established Philips and regulatory timeframes including timesheets, service work orders, expense reports, preventative maintenance, incoming inspections, site and service documentation, and other related paperwork.

Technical

• The MET may attend factory training classes and apply lesson learned through OJT training and experience.
• Assist in service call process and progress to the ability to resolve customer issues independently.
• Assist in the completion of PMs, incoming inspections, electrical safety checks, shipping/receiving for bench repair items, and administrative database maintenance as needed (e.g. attaching field service reports from third parties).
• Utilize tools, support, resources and escalation processes within required time frames to resolve customer and system problems timely and effectively.

Job Knowledge, Skills, Education, and Experience Requirements

• High school graduate or Vocational certificate in electronics, biomedical equipment servicing/engineering, or equivalent combination of education and experience in the electronics industry, preferably in a field service environment.
• Knowledge of computers and networking.
• Have and maintain a valid driver’s license and a driving record that is in compliance with Philips' Fleet Policy.
• Understand and apply electronic, mechanical and networking theory to install, diagnose and repair equipment including knowledge and use of all necessary tools and test equipment. Understanding of mechanical theory preferred.
• Experience with biomedical equipment in healthcare settings preferred.
• Strong organizational skills, self-disciplined and the ability to work independently.
• Ability to communicate effectively with various levels of employees and customers both verbally and in writing.
• Ability to effectively operate in a team driven environment to achieve assigned goals and objectives.
• Ability to adapt to changing work requirements in a complex, fast paced environment.
• Understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.

Physical Demands and Work Environment

• Job operates in the hospital/medical environment reporting to biomed shop daily performing repetitive tasks such as routine planned maintenance and inspecting new equipment to deploy within hospital.
• Potential exposure to hazardous physical, chemical, radiological and biological agents and loud noise.
• May work in environments where devices producing one or more of the following may be in use: high levels of radiation, high magnetic fields, high voltages, compressed and liquefied gases, and radioactive materials. Strict adherence to corporate and site safety procedures is mandatory.
• Frequently in contact with electrical equipment.
• This role routinely uses standard office equipment such as computers, phones, medical test equipment.
• Occasional overnight stays and travel by air or train may be required for training.
• Responsible for carrying and monitoring company cell phone and being available and responsive during scheduled and non-scheduled hours, except during rest and meal periods as required by applicable state law.
• Must be flexible in working hours as this position will require customer support during non-regular business hours, mandatory overtime on short notice, and/or weekend work as necessary.
• May work from ladders or scaffolding, on occasion.
• Ability to participate in an on-call rotation to provide customer support.
• Regularly speaks, hears, and views computers.
• Frequently lift, carry, push, or pull up to 20 pounds. Occasionally lift or carry up to 100 pounds, with assistance available when lifting or carrying items over 50 pounds.
• Occasionally twist, and crawl.
• Frequently stand, walk, stoop, kneel, and extended reach.
• Regular grasping and repetitive hand movements.
• Occasional use of vibrating tools.
• Use of personal protective equipment may be required including, but not limited to, radiation monitoring badge, safety glasses, hard hat, hard toed shoes, and medical rubber gloves.
• May be required to adhere to certification/credentialing required by the Customer in connection with admission into its facilities to perform job duties. Customer requirements may include, but are not limited to, drug testing and immunizations as dictated by the customer or facility policy.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.