Philips Field Service Employee, PCMS, Southwestern Ontario in Home Worker, Ontario

Who We Are

In the North America, Philips is headquartered in Andover, Massachusetts in the U.S. and Markham, Ontario in Canada. The North America Philips companies are affiliates of the Netherlands-based Royal Philips N.V., a diversified health and well-being company, focused on improving people’s lives through meaningful innovations. Our long history in North America began in 1933, and today, it is the company’s largest single market in the world, with approximately 22,000 employees and operations at 55 major facilities in 25 states and across 3 Canadian provinces. For more information,

Your challenge

We challenge you to join Philips Healthcare as a Field Service Employee where you will WOW our customers by using your strong technical skills in providing the best in class customer service! As part of the Customer Services organization you will contribute to providing the right data, context, and approach which will change the way we do business and make a difference for our customers.

Philips is seeking a Field Service Employee for South Western Ontario. This role will support Patient Monitoring and Life Safety Devices. You need to reside in the territory.

Your responsibilities

Customer Satisfaction

  • Responsible for identification and resolution of customer issues, providing the customer with the appropriate communication and involving appropriate Service and Sales personnel. Maintaining customer satisfaction is the primary goal. Therefore, the engineer must demonstrate ownership in difficult circumstances and show a sense of urgency about getting results prioritized by Service Management or the customer

  • As a company representative, acts as a resource in response to customer inquiries and communicates only appropriate information. Refers information to the appropriate person (applications, sales, etc.). Provides a positive cohesive company image when discussing the company, products, etc with the customer. Establishes credibility and trust.

  • Ensures customer satisfaction while meeting business objectives.

  • Focuses on fixing the customer as well as the equipment. Sets realistic customer expectations. Interfaces primarily with customer on various levels on routine issues.


  • Performs a wide variety of tasks and changes focus quickly as demands change. Adapt to varying needs and requirements of the customer and the business. Implements best practices.

  • Actively participates as a member of one or more regional empowered work teams.

  • Puts the team ahead of individual needs and displays a positive attitude.

  • Actively supports areas of empowerment and continuously improves the team processes

  • Works on areas improving customer satisfaction and company profitability. Keeps commitments – does not “pass the buck.”

  • Open to and embraces change.


  • Operate under the required knowledge of regulatory requirement (Federal and Provincial Radiation performance standards, registration, Quality Systems Regulations, regulations and regulations. Adheres to established quality requirements, (Health Canada- ISO13485), and safety requirements (electrical & radiation safety, safe lifting practices, etc.).

  • Manages company assets effectively including labor time, parts inventory levels, tools, test equipment calibration, RMA’s, A/R’s, customer purchase orders, equipment, company vehicle, business expenditures, etc.

  • Performs all administrative duties in a complete manner within prescribed company policies/guidelines including timesheets, service tickets, expense reports, FCOs, preventative maintenance, and other related paperwork.


  • Able to perform as a primary field service employee for at least one entire modality at non-luminary accounts. May be assigned duties in multiple modalities. Maintains knowledge of technical advances current industry trends.

  • Assesses situations and makes an optimal and speedy decision despite limited information. Solves problems while exhibiting judgment and a realistic understanding of all the issues.

Problem Solving:

  • Defines problems: Collects data, establishes facts, and draws valid conclusions.

  • Has the ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

  • Applies his/her technical training and resources to effectively solve problems. Ensures follow-up on on-going issues.

  • Demonstrates troubleshooting capability and able to explain the status of the repair to the customer, if needed.


  • Diagnoses & resolves equipment problems.

  • Provides required preventative maintenance, factory modifications, normal installations and service.

  • Utilizes the call escalation process and communicates customer issues to optimize customer uptime and satisfaction while maintaining ownership of the issue.

  • Installs products on which they have been trained (which may include uncrating, removal of packing materials, assisting in transporting equipment to installation site, mechanical assembly, and electrical hook-up in accordance with product wiring diagrams, technical documentation and corporate directives). Also includes final calibration, testing and clinical training. Completes all appropriate installation related reports. Meets corporate productivity objectives.

  • Provides training/mentorship/technical support to other FSEs

Business results:

Pursues new sales/service opportunities and communicates leads.

Implements revenue programs with zeal.

Understands the financial reports.

Meets or exceeds established goals.

We are looking for:

Engineering technician or technologist diploma

Minimum 4 years servicing electronic equipment (entry level position)

Experience with mechanical devices and tools and test equipment. Must possess demonstrated skills in using an oscilloscope, digital multimeter, etc.

Experience / Knowledge of telecommunication systems.

Must possess fundamentals of Dicom & Networking.

CCNA certification a definite asset

Experience with Medical devices such as Patient Monitoring, Life Safety Devices, etc.

Experience with electronic circuit boards, processors and computer hardware including applications, programming and systems functionality.

PC competency.

Proficient in Networking and wireless systems.

Our offer

Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we’re used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

Here at Philips we are Working Together for a Better Tomorrow:

Philips’ dedication to enriching lives is reflected in our company, our solutions, and a commitment to our people. Philips employees change lives every day.

Improve your own life in an environment that supports work-life balance, health & well-being and continuous learning.

And, because we work so hard to take care of the world around us, we realize that it is also important to take care of you. We pride ourselves on providing an environment that supports work-life balance, health & well-being and continuous learning – because making a difference begins right here, where you come first.

Enjoy endless opportunities to learn, and develop your career in the directions to which you aspire

Are you passionate about making a meaningful difference in this role? Get started and apply now!

Philips Electronics Ltd is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection