Philips Remote Service Engineer- Modality Lead - PCMS in Alpharetta, Georgia

Remote Service Engineer (RSE) Modality Lead

Your Challenge:

We challenge you to join our Remote Support team as a Remote Service Engineer Lead for IntelliVue Patient Monitoring. The purpose of this role is to improve the customer experience with Patient Monitoring equipment through advancing remote service processes and technical proficiency of RSE team members. This role is instrumental in adding valuable expert knowledge and guidance to improve team remote resolution success. This will in turn result in reduced system downtime for customers and increased productivity of company resources.

Your Responsibilities:

Acting as a Remote Service Engineer Modality Lead, you will provide additional insight into customer experience and diagnostic value through the following activity:

  • Acting as a Philips Representative in response to customer inquiries and providing telephone and remote technical support to external customers (I would put the at the top to ensure it’s understood that they will be customer facing)

  • Act as an SME on Intellivue equipment to give expert support and technical development as next level guidance for RSEs

  • Open case ownership/management & case escalation management

  • Promote effective and appropriate network engineer engagement by RSEs on service calls

  • Assist in evaluating troubleshooting quality to improve RSE consistency in support of customers

  • Business practice & process adherence role model

  • Creating/fostering standard work

  • Resolving customer service events by leveraging Philips tools and resources as needed and guiding the team in utilizing the same resources

  • Timely escalation of customer product issues for evaluation and action by higher level support

  • Driving team increased productivity through utilization of remote tools and technical skills

Your Team:

This team is responsible for providing solutions to our PCMS customers in an efficient manner. You will work with a highly engaged group of Technical Remote Service Engineers in a cohesive and productive environment. Our team enjoys helping each other resolve issues for our customers and taking on projects to increase effectiveness, productivity and adding value to each customer interaction.

Our Offer:

We offer you a dynamic working environment in an innovative business which offers you excellent opportunities to further develop and to fully exploit your talents. The preferred work location of this position will be in Alpharetta, GA; however, home office based will be considered for the right candidate.

We Are Looking For:

  • Associate or Bachelor Degree Required *

  • Greater than 5 years applicable experience with extensive product knowledge of PIC iX Systems

  • Experience in Customer Services or Customer Relations

  • Excellent technical product knowledge in focused modality

  • Communication and relationship management taking into account cultural and language differences

  • Influencing & coaching proficiency

  • Fluent in English, verbal and written in addition to local language

  • Travel <25% of the time

In this role, you have the opportunity to

Join our Remote Support team as a Remote Service Engineer Lead for IntelliVue Patient Monitoring. The purpose of this role is to improve the customer experience with Patient Monitoring equipment through advancing remote service processes and technical proficiency of RSE team members. This role is instrumental in adding valuable expert knowledge and guidance to improve team remote resolution success. This will in turn result in reduced system downtime for customers and increased productivity of company resources.

You are responsible for

Acting as a Remote Service Engineer Modality Lead, you will provide additional insight into customer experience and diagnostic value through the following activity:

  • Acting as a Philips Representative in response to customer inquiries and providing telephone and remote technical support to external customers

  • Act as an SME on Intellivue equipment to give expert support and technical development as next level guidance for RSEs

  • Open case ownership/management & case escalation management

  • Promote effective and appropriate network engineer engagement by RSEs on service calls

  • Assist in evaluating troubleshooting quality to improve RSE consistency in support of customers

  • Business practice & process adherence role model

  • Creating/fostering standard work

  • Resolving customer service events by leveraging Philips tools and resources as needed and guiding the team in utilizing the same resources

  • Timely escalation of customer product issues for evaluation and action by higher level support

  • Driving team increased productivity through utilization of remote tools and technical skills

You are a part of

This team is responsible for providing solutions to our PCMS customers in an efficient manner. You will work with a highly engaged group of Technical Remote Service Engineers in a cohesive and productive environment. Our team enjoys helping each other resolve issues for our customers and taking on projects to increase effectiveness, productivity and adding value to each customer interaction.

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

  • Associate Degree Required, Bachelor’s Degree preferred

  • 5 years applicable experience with extensive product knowledge of PIC iX Systems

  • Experience in Customer Services or Customer Relations

  • Excellent technical product knowledge in focused modality

  • Communication and relationship management taking into account cultural and language differences

  • Influencing & coaching proficiency

  • Fluent in English, verbal and written in addition to local language

  • Travel <25% of the time

We offer you a dynamic working environment in an innovative business which offers you excellent opportunities to further develop and to fully exploit your talents. The preferred work location of this position will be in Alpharetta, GA; however, home office based will be considered for the right candidate.

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.

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