Technical Consultant 1 - Patient Monitoring (Home Based: Toronto, On)

Job TitleTechnical Consultant 1 - Patient Monitoring (Home Based: Toronto, ON)

Effective January 1, 2022, all Canada-based Philips employees are required to be fully vaccinated against COVID as a condition of employment at Philips.  Employees with a documented medical condition or other protected human rights ground that prevent them from participating in COVID-19 vaccination may apply for accommodation.  Philips Canada will consider accommodation requests on a case-by-case basis in accordance with applicable human rights legislation.
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
You will support the Philips Connected Care – Monitoring & Analytics business as a Technical Consultant 1 – Patient Monitoring ideally based in the Toronto, ON area (travel throughout the province is required).  The Connected Care Team (CCT) serves the healthcare community through efficient management of capital medical equipment installations in various critical care and surgical areas.  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.
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant.  So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.
Canadian work authorization is a precondition of employment.  The company will not consider candidates who require sponsorship for a work-authorized visa.
Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to Toronto, ON.
You are responsible for
Customer Ownership

• Structuring problems and designing effective solutions to which the customer believes and advocates.
• Communicating, verbally and in writing – face to face and from a distance, simply and persuasively to different customer audiences, ranging from individual contributors to organizational leadership.
• Serving as a consultant to provide technical recommendations that best suit the environment based on customer requirements; actively supporting the transition from a break fix operating model to a customer solution focused operation model.
• Driving continuous improvements of our implementation methodology and service offerings based on customer feedback; actively supporting to implement service strategies to achieve customer loyalty.
• Developing enduring relationships with customers at all levels to ensure project completion, customer success, and more business; earning the respect of the team.

Teamwork

• Serving as a key member of the implementation project and/or service team; fostering collaboration through sharing experiences, information, perspectives, skills, and expertise.
• Contributing to the collective learning of Philips, seeking to share knowledge globally; assessing and sharing repeatable processes that can be leveraged across multiple projects.
• Coordinating project resources and tasks efficiently to create more leverage; enabling team members to focus more on customer deliverables.
• Actively participating as a member of the regional work team and working to improve team processes with clinical, sales, and service partners.
• Leading and directing a diverse team of internal and external resources.
• Documenting solutions to ensure support teams and other consultants can participate in support and onward development.

Compliance

• Performing all administrative duties within established Philips and regulatory timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork.
• Operating under the required knowledge of Provincial and Federal regulatory requirements; adhering to established training, quality, and safety requirements.
• Representing Philips professionally in both customer and internal team situations.
• Improving operational performance and compliance, individually and across the Connected Care organization; supporting change initiatives to improve inefficiencies, productivity, and execution of business commitments.
• Executing activities as described in the Philips Excellence Process Framework.
• Managing 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.

Technical

• Installing complex, multi-phased systems comprised of IT infrastructure and patient monitoring equipment in both clinical and non-clinical environments. 
• Collaborating on fulfilling technical implementation deliverables, such as detailed design documentation, system build, configuration, and testing.
• May be asked to perform service work remotely providing telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners in order to resolve customer equipment issues and initiate escalation, if appropriate.
• Building, deploying, and/or integrating solutions.
• Practicing configuration management and version control.
• Independently diagnosing and resolving electronic, network, and mechanical problems; providing a technical review of system configurations to ensure viability of system performance during implementations.
• Installing, servicing, and testing IT networks, following stringent real-time patient data requirements.
• Resolving technical issues and offering proactive technical support.

You are part of
The Philips Connected Care – Monitoring & Analytics organization.  This division of Philips specializes in the installation and service of patient monitoring devices, networks, and telemetry systems.  As hospital environments become more integrated, the service organization is looking to expand its ability to install and service complex networks, as well as consult with customers on high-end integrations.
You will benefit from the team’s growing breadth and depth of healthcare products and services portfolio, and you will be challenged to drive our best-in-class reputation through top customer experience ratings.  In a “One Team” culture, you’ll have the support of an intrinsically linked group of multi-disciplinary experts who are driven by a common mission of making the world healthier and more sustainable.
To succeed in this role, you’ll need a customer-first attitude and the following
Job Requirements

• Ability to display strong organizational and multi-tasking skills, self-discipline, and autonomy to work independently in a high-pressure environment.
• Experience and knowledge of telecommunication systems required.
• Ability to 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.
• Ability to communicate, written and verbally, with various levels of employees and customers.
• Cisco Certified Network Associate (CCNA) certification and network troubleshooting experience is highly preferred (must be able to obtain a CCNA within the first year of employment).
• Must have and maintain a valid driver’s license and driving record that is compliant with Philips’ Fleet Policy.
• Working knowledge of electronic circuit boards, processors and computer hardware including applications, programming, and systems functionality.
• Ability to understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.
• PC competency, to include basic knowledge of word processing, spreadsheets, and databases required.
• Bachelor’s in computer science, electronics, biomedical or other related disciplines and/or equivalent combination of education and 1+ years of professional working experience in the healthcare/IT technologies or electronics industry, preferably in a field service and/or hospital environment.
• Working knowledge of mechanical devices, tools, and test equipment; must possess demonstrated skills in using oscilloscopes, digital multimeters, etc.
• Ability to adapt to changing work requirements in a complex, fast-paced environment.
• Experience with medical devices such as patient monitoring, telemetry units, ventilators, and defibrillators highly preferred.
• Ability to effectively operate in a team-driven environment and share knowledge to achieve assigned goals and objectives.
• Ability to demonstrate exceptional customer service skills.
• Ability to read and interpret schematics and site drawings with minimal assistance.

Physical Demands and Work Environment

• Frequently lifting, carrying, pushing, or pulling up to 30 pounds.  Occasionally lifting or carrying up to 50 pounds, with assistance available.
• Average driving is 1-4 hours daily and may exceed 50% at times.  Occasional overnight stays and travel by air or train may be required.    
• Frequently standing, walking, stooping, kneeling, and extending reach.  Occasionally twisting and crawling.
• Use of personal protective equipment (PPE) may be required including, but not limited to, radiation monitoring badge, safety glasses, hard hats, hard toes shoes, and gloves.
• Must be able to participate in an on-call rotation to provide customer support.
• 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.
• Frequently in contact with electrical equipment and wireless networks.
• 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.
• 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 provincial law.
• Potential exposure to hazardous physical, chemical, biological agents, and loud noise.
• Frequently using standard office equipment such as computers, phones, and medical test equipment; regularly speaking, hearing, and viewing computers.
• Job operates in the hospital/medical environment and remotely from a home office location.

In return, we offer you
The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips.  Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.
How we work at Philips
There are three core ways that define our ways of working – embracing flexibility, being at our best, and impactful collaboration.  We believe this enables us to deliver an outstanding experience to our customers and create the best place to work for people who share our passion.
We know just how important direct interactions are and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation.  While we have many different types of roles across Philips most require a combination of in-person collaboration with colleagues and partners, usually at a Philips location, and individual focus time, which can be done remotely.
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.
Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.
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 process.

Philips Canada 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 process.