Philips Technical Support Engineer in Alpharetta, Georgia

Position summary:

Technical Support Engineers provide phone and e-mail support to end-users and administrators of Philip’s imaging products. They must be able to

competently and quickly determine problem resolution using available tools and knowledge of the Philips system to provide the highest level of customer

satisfaction. Individuals must also be able to clearly document and reproduce all steps taken during problem resolution.

SW Technical Support L2

Key Areas of Responsibility

  • Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs

  • Work through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues

  • Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation

  • Log all service data required for tracking

  • Maintain a high level of technical competence on Philips solutions and related technologies

  • May act as subject matter expert on specific product group(s)

  • Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction

  • Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support

  • Contribute to the knowledge base and create knowledge base materials

  • Perform case resolution on issues that are beyond the level 1 ability to resolve or require changes

  • Perform advanced troubleshooting and updating knowledge bases articles with solutions performed.

  • May provide support for select large projects with complex configurations that require coordination across technical support, technical consultants, and on-site support teams.

  • Work with customers, development teams or level 1 support teams to resolve product issues

  • Advise and coach level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration best practices

  • Provide world class customer service while performing and documenting this knowledge

  • Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality

  • As applicable, serve as final point of escalation within Technical Support model, acting as and important interface between the customer and Engineering

  • Addresses complex and abstract problems, may be in a concentrated area of expertise, such as networking

  • May be involved in service process re-engineering, introduction of new (innovative) technology, or new processes

  • Identifies opportunities to enhance service and support

  • May support multiple product lines

  • Exemplifies leadership qualities with the ability to take decisive action to draw the right people into the discussion to make the right decisions

  • Effectively applies skills and knowledge to address and resolve challenges

  • Work effectively with cross-functional teams to include Sales, Channel, Support, Engineering, Operations, etc

  • Obsessed with managing the best customer experience

  • Mentors and provides direct feedback to individuals while reporting back to management on progression on customer experience

  • Self driven, humble and team spirited

  • Proven ability to solve problems systematically and effectively, ensures high customer satisfaction

  • Works independently with little supervision. Seeks guidance primarily for problem escalation

  • Objectives are clearly defined, freedom is permitted to achieve desired results

  • Demonstrates increased professional capabilities

  • Successfully manages increasingly more complex issues that require seasoned technical skills

  • Succeeds in ever widening range of technologies and product suite and complexities

  • Exhibits leadership through personal responsibility, accountability and teamwork

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.