Field Service Engineer
Recruit Finds
Nairobi, Kenya
Job summary
Field Service Engineer At Philips
About this role
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Field Service Engineer
Position Overview
The Field Service Engineer is responsible for delivering high-quality technical support, installation, maintenance, troubleshooting, and repair services for advanced diagnostic imaging systems. The role ensures that medical equipment operates safely, efficiently, and in compliance with manufacturer specifications, quality standards, and healthcare regulations, minimizing equipment downtime and maximizing customer satisfaction.
Working directly with hospitals, healthcare facilities, and clinical teams, the successful candidate will install new systems, perform preventive and corrective maintenance, diagnose technical faults, complete software and hardware upgrades, and provide remote and onsite technical support. The Field Service Engineer will also build strong customer relationships by providing timely technical solutions, managing service requests through to resolution, and identifying opportunities to improve equipment performance and service delivery.
This position requires strong technical expertise, excellent problem-solving skills, and the ability to work independently while supporting customers across multiple locations.
Key Responsibilities
1. Equipment Installation & Commissioning
Install, configure, test, and commission diagnostic imaging equipment at customer sites.
Verify that equipment installation complies with manufacturer specifications and regulatory requirements.
Perform system acceptance testing to ensure equipment operates correctly before handover.
Coordinate installation activities with customers, project teams, and internal stakeholders.
Conduct customer orientation and basic operational training following installation.
Complete installation reports and ensure all required documentation is accurately maintained.
2. Preventive & Corrective Maintenance
Perform scheduled preventive maintenance to maximize equipment reliability and performance.
Diagnose equipment faults using approved diagnostic tools and structured troubleshooting techniques.
Carry out corrective maintenance and repairs to restore equipment functionality promptly.
Perform software updates, firmware upgrades, and hardware replacements where required.
Monitor system performance and recommend maintenance actions that improve equipment reliability.
Respond promptly to emergency breakdowns to minimize disruption to clinical operations.
3. Technical Troubleshooting & Remote Support
Provide advanced technical support for diagnostic imaging systems both onsite and remotely.
Analyze system failures and identify root causes using structured problem-solving methodologies.
Utilize remote diagnostic tools to resolve technical issues efficiently whenever possible.
Escalate complex technical problems appropriately while maintaining ownership of customer cases.
Maintain clear communication with customers throughout the troubleshooting and resolution process.
Ensure service requests are resolved within agreed service level expectations.
4. Quality, Compliance & Safety
Ensure all maintenance and repair activities comply with company quality standards and regulatory requirements.
Adhere to medical device regulations, radiation safety requirements, and MRI safety protocols.
Follow established health, safety, and environmental procedures during field activities.
Maintain compliance with quality management systems and service documentation requirements.
Ensure all service activities are performed according to manufacturer guidelines.
Promote safe operation of medical equipment within customer facilities.
5. Documentation & Asset Management
Maintain complete and accurate service records for all maintenance and repair activities.
Document equipment diagnostics, repairs, upgrades, and performance observations.
Update service management systems promptly following completion of customer visits.
Manage spare parts inventory responsibly to ensure efficient service delivery.
Monitor parts usage and maintain accurate inventory records.
Ensure complete traceability of equipment maintenance history and service activities.
6. Customer Relationship Management
Build strong professional relationships with healthcare providers and customer technical teams.
Respond promptly to customer inquiries and service requests.
Manage customer escalations professionally while providing timely technical updates.
Communicate technical information clearly to both technical and non-technical stakeholders.
Understand customer operational requirements and recommend appropriate technical solutions.
Deliver exceptional customer service that strengthens long-term customer relationships.
7. Continuous Improvement & Technical Development
Share technical knowledge and best practices with colleagues and service teams.
Participate in technical training programs to maintain expertise on new technologies.
Support continuous improvement initiatives that enhance service quality and operational efficiency.
Identify opportunities for equipment upgrades, service contracts, and lifecycle replacement solutions.
Contribute to process improvement initiatives that improve customer satisfaction and equipment uptime.
Stay current with emerging technologies and industry developments in medical imaging.
Qualifications
Applicants should possess:
Bachelor's Degree in Electrical Engineering, Electronics Engineering, Biomedical Engineering, Mechatronics Engineering, Medical Sciences, or another related scientific discipline.
Experience
The ideal candidate should have:
Minimum four (4) years of experience in a customer-facing engineering, medical technology, or scientific environment.
Hands-on experience servicing diagnostic imaging equipment, including MRI, CT, X-ray, Cath Lab/Interventional Guided Therapy (IGT), or Nuclear Medicine systems.
Experience working in field service engineering, biomedical engineering, or hospital clinical engineering environments.
Practical experience using service management platforms, field service management systems, or customer relationship management (CRM) applications.
Experience providing both onsite and remote technical support for medical equipment.
Professional Certifications
The following certifications will be an added advantage:
OEM diagnostic imaging modality training certifications (multimodality preferred).
IT or networking certifications such as CompTIA Network+, CCNA, or equivalent.
Additional technical certifications related to medical imaging systems or biomedical equipment.
Technical Knowledge & Skills
The successful candidate should demonstrate expertise in:
Diagnostic imaging systems maintenance and repair.
Preventive and corrective maintenance practices.
Medical equipment installation and commissioning.
Technical troubleshooting and fault diagnosis.
Software and hardware upgrades.
Remote diagnostic tools and field service technologies.
Medical device regulations and quality standards.
Radiation safety and MRI safety protocols.
Service documentation and asset management.
Networking fundamentals and healthcare technology systems.
Core Competencies
The successful candidate should demonstrate:
Strong analytical and troubleshooting skills.
Excellent problem-solving and technical decision-making abilities.
Strong customer service and relationship management skills.
Effective verbal and written communication skills.
High attention to detail and commitment to quality.
Ability to work independently while managing multiple customer assignments.
Strong organizational and time management skills.
Professionalism, integrity, and accountability.
Adaptability and willingness to learn emerging technologies.
Ability to work effectively within multidisciplinary and cross-functional teams.
Commitment to continuous improvement and operational excellence.
Why Join Us?
This role offers an exciting opportunity to work with advanced healthcare technologies that improve patient care and clinical outcomes. As a Field Service Engineer, you will gain exposure to world-class diagnostic imaging systems while working closely with hospitals, healthcare professionals, and technical experts. The position provides opportunities for continuous technical development, hands-on experience with innovative medical technologies, collaboration with global engineering teams, and the chance to make a meaningful impact by ensuring healthcare providers can deliver safe, reliable, and uninterrupted diagnostic services.