Customer services

John Romero
National support specialist, inventor, traveler, Marine veteran

John Romero
Regional area: Kansas City
Works on a team of 20
Specialty areas

By the numbers

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30
years at Philips

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25
years in MR

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37
years in field service

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13
languages supported for Philips e-Alert*

Experience

 '60s

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The start of a career path

“I took apart the family stereo at age 8. My mother was in tears but, I put it back into working order.”

 '70s

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Affinity for building and repairing grew as a Marine

“I worked as an Avionics repairman on C-130 Cargo planes and UH1E helicopters. All along, I had a strong interest in how things worked.”

 '80s

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Built my first computer

“I built it from a bare PCB board all the way to a fully functioning computer.”

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Robot manufacturer

 '80s – '00s

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Philips field service engineer

 '90s

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Work invention

“I developed an electronic version of our paper time sheets. The program took off across the whole company, saving time and cost.”

 '00s

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Innovation competition winner

“I came up with an idea to use a hand-held tablet to connect rural patients to their doctors in the cities in India.”

 '00s – present

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Philips national support specialist

“I support field service engineers and their customers. When engineers run into a complex issue, I’m on the phone or online as their technical advisor and may go onsite to close any gaps.”

“It's about the impact we make every day.”

 

—John Romero

Skills

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Problem-solving

“I like finding solutions to problems – it’s part of my DNA.”
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Communication

“I really like to talk!”

Words that describe me best

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What inspires me

 

To be able to make a difference both for the company and for our customers.

Proudest personal moment

Secret to my success

For me, helping people is not just a career; it’s a way of life.
Proudest professional moment

Proudest professional moment

Last year, Philips e-Alert* won a “Most Innovative Internet of Things Solution” at the World Communication Awards, which highlights innovation and outstanding industry performance. It made my career.
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Industry insight

Customers want no downtime—to really drive it close to zero. Philips e-Alert* really filled that niche in the market. It gives us the ability to inform the customer when they have a problem that can bring their system down.
*Specific benefits vary based on system configuration and contract entitlements

Customer connection 

 

“Our customers have difficult jobs. They are trying to provide good healthcare to an aging population and that’s increasing their load. At the same time, it is a business – I know MRIs don’t grow on trees. I really can appreciate their commitment to providing the same level of care with less money. I try to support them with products like e-Alert to help.”

— John Romero

“It’s not often that someone of John’s caliber comes along. His selfless mentorship over the past 17 years of my career with Philips has no doubt helped me become the field service engineer I am today. His positive, can-do attitude is contagious.”  

— Randall T. McLain, field service engineer and MRI remote support engineer

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:

 

Read about more service team members