JOB DESCRIPTION
Job Title
Modality Manager IGT Devices (Coronary and Laser) - UK&I
Job Description
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. Key responsibilities:
1. Primary geographical scope: UK & Ireland, with backup support for other markets
2. Certify and train Field Service Engineers (FSEs) from both direct and indirect organizations on Volcano installations
3. Manage and resolve service escalations within your region
4. Provide technical support to distributors and market engineers
5. Technology scope: Coronary and Laser (CV, HRM) systems
6. Execute service activities including installations, preventive maintenance, and corrective maintenance, in accordance with applicable BU/BL service manuals and Philips quality standards
7. Collaborate closely with local market organizations and cross-functional teams
8. Act as a Philips ambassador, ensuring high levels of customer satisfaction while meeting business targets
9. Provide technical expertise for escalations and determine required support from clinical, marketing, or R&D teams
10. Escalate critical issues to BU and Market senior leadership when required
11. Conduct root cause analyses after escalations and initiate corrective actions to prevent recurrence
12. Diagnose and resolve issues using remote or onsite troubleshooting, technical documentation, and service knowledge
13. Maintain accurate and complete service documentation, including test and inspection results
14. Ensure compliance with all applicable quality standards and procedures
15. Handle customer complaints and escalations (safety and non-safety related) with timely analysis and resolution
16. Submit service reports, job sheets, expense claims, field problem reports, and other documentation accurately and on time
17. Identify customer needs and potential commercial opportunities during site visits and provide feedback to management
18. Represent Philips professionally in appearance, conduct, and communication with customers
19. Execute service requests and planned service activities in accordance with regulatory guidelines, processes, and procedures
20. Focus on First Time Right, ensuring proper diagnosis, action plans, and parts availability before onsite visits
21. Identify sales leads or value-added service opportunities that further support customers
22. Complete all mandatory trainings within the required timelines
To succeed in this role, you should have:
23. Bachelor’s degree in Electronics, preferably with a focus on medical instrumentation
24. Relevant field service experience, preferably in the medical technology sector
25. Strong technical knowledge of IT systems, including hardware, operating systems, and networking
26. Ability to work independently while collaborating effectively in a team environment
27. Strong communication and knowledge-sharing skills; ability to take a leadership role when needed
28. Customer-focused mindset with a proactive approach to problem solving
29. Flexible, resilient, and able to work effectively under pressure
30. Fluent English communication skills
31. Valid driver’s license
32. Willingness to travel across the UK & Ireland (home-office based role)
DSB Required
Due to the role working in the healthcare environment, a standard DBS (Disclosure and Baring 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. Learn more about our commitment to diversity and inclusion .
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.
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About Philips UKI
In the UK, we are recognized as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability.
Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.
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. If you have specific flexible working requirements, please feel free to discuss these during these with your TA Consultant.
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