Meet our talented team of Field Service Engineers (FSEs). They are the men and women who keep medical equipment up and running, so health care professionals can focus on taking care of their patients. The passion our FSEs have for their careers is the cornerstone of their commitment to our customers. They are the foundation of solid relationships built on trust and confidence.
Their customers already know that they are experts at what they do — now we want to share their stories with you.
Chris Boyle
Role: Service Delivery, Philips and non-Philips ultrasound systems Title: Field Service Engineer Location: Great Lakes Region Time with Philips: 4+ years
Decades of engineering experience has taught Chris Boyle three attributes of successful ultrasound FSEs: Customer service skills, integrity and ownership – or being there for customers on any issue even when it’s across product lines. Chris initially learned these valuable business attributes from his stepdad: “He ran a business for over 40 years. He knows a lot about customer service and how to treat people.” Providing great customer service is a fundamental strategy Chris applies to all of his professional relationships, and an important goal for his work at Philips. “Customer service needs to be top priority regardless of anything else” Chris said. “We face a lot of outside competition today and having great customer service skills is and can be a game changer.” FSE Chris Boyle enjoys spending time with his family, meeting new people and beekeeping in his spare time.
And for his next trick, Jerry Sharp will perform a balancing act! That’s exactly what he did at Philips while juggling work, family and the completion of his MBA degree. Now, after nine years with Philips and 25 years in customer service, Jerry recognizes the importance of integrating his education with effective communication. “It’s important to have strong communication and customer service skills. My customers are part of my team,” he says. Looking back on his career, Jerry will most value the relationships he’s built with his peers and customers, keeping in touch even after they have gone separate ways.
Before his time at Philips, Patrick Helfer spent four years in active duty serving in the Army as an Airborne Infantry, where he learned the value of teamwork. Now, Patrick views his customers as his team members, working together towards a greater good. “The thing I enjoy most is applying my technical and customer service skills to keep my customers doing their jobs and saving lives,” he says. Whether it’s on the battlefield or in the healthcare field, Patrick enjoys the opportunity to help make a difference in people’s lives every day.
Eric McGinnis has been tinkering with electronics his whole life. “I was the kid who takes his toys apart to figure out how they work,” he says. “I’m still doing that now.” In his 28 years with Philips, Eric has been a part of medical history in America: installing and maintaining America’s first digital chest stand, and working with the engineers developing the first PACS (picture archiving and communication systems) and digital x-ray systems. Eric knows the urgency of out-of-service medical equipment, and works tirelessly to keep his machines in good working order – so his customers can keep delivering the best medical care for the patients in their community.
On one of his first training missions as a young technician in the Air Force, Matt Stirrup discovered an issue with his B-52 during the preflight check. Delaying the launch was not an option, but Matt kept his cool and, with only 10 minutes to fix the problem — tuning out the roar of eight engines firing up — reached for the manual and started troubleshooting. He made the repair with minutes to spare, ensuring a successful mission and a near perfect score for the team. Does Matt have nerves of steel? Icewater in his veins? “I knew the answers were right in front of me,” he says. “That’s something I tell my team today: don’t be afraid to use the manual.” A born problem-solver, Matt says his favorite part of his job with Philips is troubleshooting. He takes particular pride in working with the VA, supporting the team that provides medical care for veterans.
The son of a mechanic, Bart Pierce grew up fixing everything from tractors to airplanes. When it came to college, he had planned to attend Auburn University — but, in order to care for his ailing grandmother, he enrolled in the aircraft electronics program at a local college instead. The training he received there ultimately led to a career repairing and maintaining cardiovascular imaging equipment — and 23 years later, he still enjoys solving problems for his customers. Is imaging equipment much like fixing a tractor? Bart jokes that “the tractor is easier… but much greasier.”
Count on us
With Philips taking care of your systems, you can focus on what really matters most – delivering better care, to more people, at a lower cost:
– System maintenance and lifecycle services
– Performance services and data management
– Clinical services and technical training
Count on us, as patients count on you.
Ray Manley, our Philips engineer, goes above and beyond my expectations for customer service. He makes sure the communication is clear. He is always pleasant and even if it is not great news. He is always honest. I just wanted to take a minute and let you know that he is doing a good job!”
- TriStar Summit Medical Center
