Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Sophie Tong Kuen

Sydney,NSW

Summary

Energetic Service Engineer with 20+ Years background performing installation & maintenance of Medical equipment, committed to providing optimum service support whether it is onsite visits or remotely. Proficient in problems investigation, troubleshooting and providing professional repair service.

Overview

30
30
years of professional experience

Work History

Remote Service Engineer

Philips Healthcare
10.2023 - Current
  • Manage about 40 incoming calls per week and provides technical service to requests or problems coming in from all media channels and communicates solutions or actions, acting in accordance with regulatory guidelines
  • Solutions are provided by using Remote diagnostics, troubleshooting techniques, service technical information or knowledge, creating service work orders and keeping customer informed of service status. Solutions are to be provided in timely manner to both reactive and proactive workorders.
  • Focuses on Remote Resolution, where this is not possible provides clear action plan, with parts (if required), and diagnosis before dispatch.
  • Handles complaints (safety & non-safety related) & Escalations to ensure accurate and timely analysis, registration, and action.
  • Significant contributions to end-to-end service delivery process i.e., raising initial cases, quoting, troubleshooting, providing action plan, ordering parts, organization, and dispatch of field technicians, ensuring all stakeholders appropriately informed.
  • Demonstrated, consistent approach in educating others E.g. facilitate regular knowledge sharing sessions, training, technical onboarding, participate in hybrid work, complete call reviews on peers

Field Service Engineer

Philips Healthcare
03.2001 - 10.2023
  • Onsite installation of range of DXR_MoS Systems for over 20+ years
  • Carrying out preventive and corrective maintenance of surgery System, Mobile X-Ray, Complete Range of Digital X-Ray(C90, DD REL 4,3,2,1 )and Bucky Diagnost Systems
  • Test equipment performance and demonstrate operation and servicing of equipment to customers
  • Provide Technical support to colleagues to troubleshoot repair and maintenance
  • Fill in role for National Service Support on temporary basis
  • Worked with Remote Service Team upon request
  • Train personnel to align objectives, strengthen competencies and standardize operations.

Service Manager

Ducray Lenoir (Philips_Mauritius)
09.1994 - 02.2001
  • Ongoing Customer Service for installation, initialization of project set up, installation & commissioning
  • Provide Technical support, repairs, equipment operation
  • Met with customers to discuss service needs & to offer available solutions
  • Set & Administered budget for expenditures, materials and labour costs
  • Maintain Team productivity & quality of service by establishing clear benchmarks
  • Define clear targets and objectives to team members.

Education

Master of Science - Electronic Engineering With Medical Systems

University of Kent @ Canterbury
Canterbury, UK
09.1994

Bachelor of Science - Electronic Engineer With Medical Electronics

University of Kent @ Canterbury
Canterbury.UK
09.1992

Skills

  • Customer Service Management
  • Technical Support
  • Diagnostic and Troubleshooting
  • Use of remote service tools

Accomplishments

    Recently awarded ANZ Best DXR Engineer


    Have collected several wards for customer experience, and best in class for leadership, teamwork and reliability

Languages

French

Timeline

Remote Service Engineer

Philips Healthcare
10.2023 - Current

Field Service Engineer

Philips Healthcare
03.2001 - 10.2023

Service Manager

Ducray Lenoir (Philips_Mauritius)
09.1994 - 02.2001

Master of Science - Electronic Engineering With Medical Systems

University of Kent @ Canterbury

Bachelor of Science - Electronic Engineer With Medical Electronics

University of Kent @ Canterbury

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