NELA TSENGWA

Provide field service, technical support and troubleshooting for medical equipment across hospitals and healthcare facilities within the assigned territory.

• Perform preventative maintenance, servicing, calibration, repairs and fault diagnostics on a range of clinical equipment.
• Provide technical support for Philips Hospital Patient Monitoring and Life Support systems, including patient monitors, defibrillators, AEDs, fetal and maternal monitoring systems, diagnostic ECG and ultrasound systems.
• Support Medtronic monitoring solutions, including Electrosurgical Units, Nellcor bedside SpO2 monitors, WarmTouch systems, INVOS regional oximeters and BIS monitoring systems.
• Troubleshoot technical issues involving equipment hardware, software and connectivity, using structured diagnostic and problem-solving approaches.
• Deliver both on-site and remote technical support, with a strong focus on resolving faults efficiently and minimising equipment downtime.
• Support the installation and commissioning of medical equipment within hospital environments.
• Assisted with the rollout of Philips IntelliSpace Perinatal Systems across hospitals in the Eastern Cape.
• Supported Philips Field Change Orders and software upgrades on PageWriter TC ECG systems during travel to Saudi Arabia in 2022.
• Work collaboratively with customers, suppliers, manufacturers and internal teams to resolve technical issues and ensure effective service delivery.
• Conduct customer training alongside Philips Clinical Application Specialists and provide technical guidance to end-users.
• Develop onboarding and training material for interns and new technicians.
• Maintain accurate service records, technical documentation and reports in accordance with company and manufacturer standards.
• Manage multiple customer requirements while prioritising technical call-outs, planned service activities and customer support requirements.
• Maintain strong professional relationships with hospital staff and healthcare stakeholders through responsive, professional and solutions-focused support.
• Apply a disciplined and customer-focused approach when dealing with complex technical challenges and high-pressure service requirements.
• Managed consumables quotations and order processing to meet customer support requirements.

• Liaise with suppliers and customers regarding product requirements, technical queries and service-related matters.
• Facilitated internal operations by ensuring accurate administration and documentation.
• East Cape X-ray is the official supplier and service provider of Philips Healthcare equipment in the Eastern Cape Province, supporting patient monitoring, life support, imaging and consumables solutions.

• Delivered operational and technical support in telecommunications, ensuring seamless service for users.
• Gained experience in technical troubleshooting and customer support, enhancing operational processes.
• Instructed client to navigate software systems to familiarise and streamline process.
• Updated knowledge base with new troubleshooting guides, sharing expertise with the wider IT team.
• Analysed customer satisfaction surveys, pinpointing key areas for service enhancement.

• Delivered service and rental support for medical equipment, ensuring compliance with industry standards.
• Facilitated equipment-related customer requirements and technical service activities to enhance customer satisfaction.
• Gained practical experience in medical equipment support and customer-facing technical service, contributing to improved service delivery.

Philips Healthcare delivers one of the world's
most robust portfolios of medical systems for
fast and accurate diagnosis and treatment.
Philips' product line includes best-in-class
technologies in General Imaging and Cardiac
Ultrasound, X-Ray CT, MR, Nuclear Medicine,
Pet Radiation Therapy Planning, Catheterization
Labs, Patient Monitoring, Life Support and
Resuscitation, as well as Information
Technology solutions and Customer Services
that address your needs in a wide variety of
clinical domain.

• Gained hands-on experience by rotating through multiple Philips clinical modalities, enhancing technical skills in Patient Monitoring and Imaging., including Patient Monitoring, Life Support, Ultrasound and Imaging.
• Completed formal classroom, online and hands-on technical training on Philips patient monitoring systems.
• Conducted preventative maintenance and repairs on medical equipment to ensure operational reliability, both on-site and in workshop environments.
• Troubleshot hardware, software and connectivity-related system issues.
• Utilised Philips diagnostic tools, service manuals and remote support platforms to support technical fault finding.
• Assisted senior engineers with installation and de-installation projects, ensuring efficient setup and removal of medical equipment in hospitals and clinics across the Western Cape.
• Produced detailed technical service reports and maintenance documentation to facilitate effective communication and compliance with service standards.
• Built strong relationships with hospital staff, customers and internal teams through professional and customer-focused technical support.
• Developed practical experience working within clinical environments and supporting medical equipment in accordance with manufacturer procedures.
• Designed and implemented workshop electrical safety protocols to improve technician safety.