Posted on Oct 12th 2019

Service Innovation Engineer


Full time



Posted on Oct 12th 2019


Full time



Job Title

Service Innovation Engineer

Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

In this role as Service Innovation Engineer, you will have the opportunity to work for Philips, who simplifies healthcare by focusing on patients and (health) care providers. Through the combination of human insights and clinical expertise, we aim to improve patient care while lowering the burden on the healthcare system. Philips delivers advanced solutions for medical professionals to meet the needs of patients and provide affordable healthcare, whether in hospital or at home.

You are responsible for

• Improve and secure the serviceability of released products by representing the service organization in the product development processes.
• Assess Design Change Requests to define impact on serviceability.
• Prepare, execute and approve Engineering Change Requests with focus on serviceability.
• Define, create, release and publish service information that includes tools and spare parts for our field customers (e.g. Field Service Engineer and Site planners).
• Prepare and execute validation testing of Service functionalities.
• Improve the service information of the product, based on field feedback.
• Prepare and transfer information to the Philips Healthcare training center and the Customer Services Helpdesk.
• Solve product related customer calls and/or feedback that are escalated by the 3rd line helpdesk.
• Work according to, and help improve upon our Quality Management System.

You are a part of

The Image Guided Therapy Systems - Customer Services - Service Innovation team. The Business Unit ‘Image Guided Therapy Systems’ (IGT-Systems) is responsible for the Marketing, Development, Manufacturing, and Service of X-ray systems (including the Quality & Regulatory aspects), in the area of cardiac or vascular medical diagnosis, intervention (e.g. balloon angioplasty and stent procedures), and surgery. Customers are interventional specialists operating in a wide variety of hospitals across the globe. Our new product development projects usually take 2 to 3 years and contain complex software, hardware, and mechatronics. It is a global business with Philips healthcare main sites in Best, the Netherlands, Bangalore and Pune, India. It is the goal of IGT-Systems to stay the leading innovator in Image Guided interventional solutions and to protect and deepen our leadership position by growing IGT-Systems. Within IGT-Systems, Customer Services is responsible for handing over IGT-Systems products that can be installed, maintained, repaired, and upgraded in the field with minimal costs on material and labor, resulting in minimal downtime for our customers. In the end, this serviceability provides a more cost efficient Service process, higher Service revenue, and an increase in our customer satisfaction. Customer Services (CS) translates the Service business strategies and future customer needs into product specific Service requirements and (new) Service products for our customers, during the whole system lifecycle. CS also monitors customer feedback on products and processes in the field during and after product release, to realize optimal customer satisfaction. With our partners, we improve the health of patients and save lives, every day, everywhere!

To succeed in this role, you’ll need a customer-first attitude and the following
 • At least Bachelor education in a technical competence, e.g. Mechanics, Electronics, Bio
• At least 3-5 years working experience
• Good communication skills in English
Experience in, or a strong affinity with:
• Customer Service or Service Organizations (internal and/or external)
• Cross-functional collaboration (with multiple disciplines)
• Project Management skills or Project participation
• Working with R&D or in an R&D environment
• Working in a state-of-art, high-tech environment
• Technical Documentation and tools
• (End) Customer needs and/or contacts (internal/external)
• Medical Device Industry and its regulation(s)
• Lean Methodologies and Continuous Improvement
And also:
• Team-player, Self-starting, persistent, result driven, "Can-do-Will-do" mentality, and creative
• Has a flexible attitude
• Knows how to deal with stress
• Is able to convince peers and stakeholders (based on data driven facts and figures)
• Has a strong drive to achieve challenging, but realistic targets
• Is used to deliver on commitment
• Ability to synthesize roadmap and portfolio dynamics; comfortable with making tradeoffs.
• Strong communication, influencing skills, stakeholder management

In return, we offer you

A challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences.

How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:
We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.




Over 125 years ago, Frederik and Gerard Philips started a small light bulb company in Eindhoven. Little did they realize that it would become a global force of innovation, committed to improving billions of lives worldwide. But it did. Today, Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more. Like-minded, motivated, focused minds to join us in creating a healthier, more connected society while tranforming themselves personally and professionally. Working at Philips is more than a job. It's an experience filled with unexcepted moments that will transform you in lasting and positive ways. Help us improve the world for the better while building a career that no one could have planned for. Even you.




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