Philips Clinical Remote Application Specialist- Ultrasound in Alpharetta, Georgia

Responsibilities

Customer Support

  • Provides telephone clinical application support to external and internal customers

  • Provide remote clinical application support for end user problems, using the latest remote access technologies as appropriate

  • Resolves customer satisfaction issues by providing solutions to complex clinical application issues

  • Assist with application-related escalations

  • Defines and escalates customer satisfaction and product issues as appropriate

  • Provide on-site support in critical customer situations, as determined by their manager

  • Take a self-directed leadership role in the support and resolution of clinical issues

  • Improves customer satisfaction and company profitability by timely resolution of clinical product issues

Metrics and Business Results

  • Responsible for timely and accurate submission of individual scorecard results

  • Perform complete and accurate data entry in the databases

  • Utilize support center tools to monitor and ensure customers’ calls are answered timely

  • Manage company assets effectively including training, tools, equipment, travel and business expenditures, etc. per company policy or procedure

  • Provide product improvement recommendations to engineers within department guidelines

Teamwork

  • Provide a positive, cohesive company image when discussing the company, products, and management decisions, etc with the internal and external customer

  • Act as a clinical resource for the overall goals of the team

  • Share clinical information with peers and internal customers within department guidelines

  • Assess complex problems, collects data, establishes facts, helps Technical Support Engineers to define an action plan, and drive the plan to resolution Your team You will report directly to the Sr. Manager in the Customer Care Solutions Center business unit based in Alpharetta, GA. The Ultrasound RAS position is an office position.The Customer Care Solutions Center is a vital Philips Healthcare organization as it provides remote technical & clinical remote support to Customers across various modalities. Ongoing initiatives include Lean projects, practical problem solving, & continuous improvement from the Customer’s perspective. Our offer Here at Philips WE ARE Working Together for a Better Tomorrow:Philips' dedication to enriching lives is reflected in our company, our solutions, and a commitment to our people. Philips products lead to improved healthcare, faster diagnosis and better patient outcomes. Philips employees change lives every day.We offer you the opportunity to personally contribute to Philips’ achievement of growth objectives and ambition to improve the lives of 3 Billion people a year by 2025. We are looking for The successful candidate will possess the following knowledge, skills education and experience:

Knowledge, Skills and Abilities

  • Cardiology knowledge and background preferred

  • Excellent customer service skills

  • Display highly effective communication skills

  • Ability to work cohesively and effectively with employees at all levels of the organization

  • Knowledge of general anatomy and physiology

  • Ability to handle multiple simultaneous demands and prioritizes work with minimal supervision

  • Advanced knowledge of clinical applications for the designated modality

  • Excellent organizational and time management skills

  • Proficiency with PC Applications and keyboarding, moussing and touch padding

Education and Experience

  • Bachelor of Science Degree Preferred

  • Must be Registered by American Registry of Diagnostic Medical Sonographers (ARDMS)

  • Must have RCDS Certification

  • A minimum of five (5) years of clinical experience preferred

  • Must demonstrate experience in the specified modality

  • Three (3) years of experience in a clinical phone support environment preferred

Other Requirements

  • Shift work may be required

  • Scheduled on-call availability may be required

  • 10 – 15%Travel required as directed by modality manager

In this role, you have the opportunity to

Provide telephone and remote clinical application support to internal and external customers within Ultrasound (UL). You will deliver critical remote clinical support that employs strong clinical & product knowledge, multitasking between telephony/software programs and soft-skills to deliver an efficient, consistent customer experience.

You are responsible for

-Providing telephone clinical application support to external and internal customers

-Providing remote clinical application support for end user problems, using the latest remote access technologies as appropriate

-Resolving customer satisfaction issues by providing solutions to complex clinical application issues

-Provide on-site support in critical customer situations, as determined by their manager

-Take a self-directed leadership role in the support and resolution of clinical issues

-Improves customer satisfaction and company profitability by timely resolution of clinical product issues

Responsible for timely and accurate submission of individual scorecard results

Perform complete and accurate data entry in the databases

-Utilize support center tools to monitor and ensure customers’ calls are answered timely

You are a part of

The Customer Care Solutions Center is a vital Philips Healthcare organization as it provides remote technical & clinical remote support to Customers across various modalities. Ongoing initiatives include Lean projects, practical problem solving, & continuous improvement from the Customer’s perspective.

To succeed in this role, you should have the following skills and experience

-Bachelor of Science Degree Preferred

-Must be Registered by American Registry of Diagnostic Medical Sonographers (ARDMS)

-Must have RDCS Certification

-A minimum of five (5) years of clinical experience preferred

-Must demonstrate experience in the specified modality

-Three (3) years of experience in a clinical phone support environment preferred

-Scheduled on-call availability may be required and 10 – 15%Travel required as directed by modality manager

In return, we offer you

A path towards your most rewarding career. We believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

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 improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.