Philips IT Remote Support Specialist in Best, Netherlands

  • The IT Remote Specialist support team comprises specialist engineers with skills in particular areas of technology. This team responds to complex application problems and may need to escalate some problems to internal developers or software vendors and work with Health Care Facilities (HCF) to determine root cause and resolution. The IT Remote Support Specialist is responsible for Philips Remote Service (PRS) problems that come in via ticket escalations or phone where customers (Internal/External) needs support on Philips Remote Service tools and solutions. The helpdesk is responsible for problem resolution, application technical support, knowledgebase input and maintenance and overall customer satisfaction resolution for the PRS.

  • In this role, the candidate will help us achieve our goal of application availability and uptime. The successful candidate will possess the skills necessary to remotely troubleshoot, diagnose, document and repair application issues within the PRS. The candidate will work with internal and external customers/vendors and needs excellent communications skills, verbal and written. A significant portion of time will be spent in working with development teams for escalation and resolution of application problems. Finally, the candidate will be responsible for overall application availability and oversight in order to quickly resolve issues with the environment.

  • The successful candidate will work with the leader in the medical systems industry, learning how to define and manage a world-wide infrastructure while making a tremendous impact on remote system connectivity resulting in increased system uptime and cost savings.

  • Resolve connectivity problems, technical application problems, and account problems

  • Provide knowledge base input and overall customer satisfaction for the Remote Services Infrastructure and related tools.

  • Escalate problems to vendors or Tier 3 helpdesk organizations if needed.

  • Work with Philips Customers to determine root cause and resolution of problems

  • Support achieving the goal of connecting all our medical devices in the field to our remote service centers by using network design and troubleshooting skills.

  • Training and coaching Philips field service personnel in order to increase the maturity level of the key market PRS leads in the Remote service processes and tools.

  • Pro-active monitoring of the remote service infrastructure to increase uptime and quickly resolve issues with the environment.

  • Responsible to diagnose and resolve problems with the connectivity of medical devices in PRS tooling including PRS Portal, Device Data Service, OneEMS Alerting, Netforum Utilization Services.

  1. Provide first and second line support for technical applications for the Remote Service Network and related tools.

  2. Pro-actively monitor RSN availability and performance and initiate corrective actions when required.

  3. Knowledge base input and maintenance concerning the RSN and related tools, enabling offload of work to L1 helpdesk

  4. Perform User Acceptance testing and deliver Key User training for new tools when applicable

  5. Actively support the PRS project managers by working on improving connectivity in RSN, RADAR and M2M for systems that are part of a deployment project.

  6. Identify opportunities for Tool & Process improvements and communicate those back to the RSS engineering teams via the appropriate channels.

  7. Increase the overall RSN customer satisfaction level in the areas which are under your influence.

  8. Strong relationship with Key markets PRS leads and L1/RSN helpdesk organizations

  • A Bachelor degree or equivalent in Engineering/Computer Science/IT field

  • Application & Windows based Operating System troubleshooting

  • Structured worker with ability to handle multiple simultaneous activities

  • Excellent customer relation/communication skills in English

  • Team player

  • 2 years helpdesk/support experience

In this role, you have the opportunity to

The IT Remote Specialist support team comprises specialist engineers with skills in particular areas of technology. This team responds to complex application problems and may need to escalate some problems to internal developers or software vendors and work with Health Care Facilities (HCF) to determine root cause and resolution. The IT Remote Support Specialist is responsible for Philips Remote Service (PRS) problems that come in via ticket escalations or phone where customers (Internal/External) needs support on Philips Remote Service tools and solutions. The helpdesk is responsible for problem resolution, application technical support, knowledgebase input, maintenance and overall customer satisfaction resolution for the PRS.

You are responsible for

In this role, the candidate will help us achieve our goal of application availability and uptime. The successful candidate will possess the skills necessary to remotely troubleshoot, diagnose, document and repair application issues within the PRS. The candidate will work with internal and external customers/vendors and needs excellent communications skills, verbal and written. A significant portion of time will be spent in working with development teams for escalation and resolution of application problems. Finally, the candidate will be responsible for overall application availability and oversight in order to quickly resolve issues with the environment.

The successful candidate will work with the leader in the medical systems industry, learning how to define and manage a worldwide infrastructure while making a tremendous impact on remote system connectivity resulting in increased system uptime and cost savings.

Resolve connectivity problems, technical application problems, and account problems

Provide knowledge base input and overall customer satisfaction for the Remote Services Infrastructure and related tools.

Escalate problems to vendors or Tier 3 helpdesk organizations if needed.

Work with Philips Customers to determine root cause and resolution of problems

Support achieving the goal of connecting all our medical devices in the field to our remote service centers by using network design and troubleshooting skills.

Training and coaching Philips field service personnel in order to increase the maturity level of the key market PRS leads in the Remote service processes and tools.

Pro-active monitoring of the remote service infrastructure to increase uptime and quickly resolve issues with the environment.

Responsible to diagnose and resolve problems with the connectivity of medical devices in PRS tooling including PRS Portal, Device Data Service, OneEMS Alerting, Netforum Utilization Services.

  1. Provide first and second line support for technical applications for the Remote Service Network and related tools.

  2. Pro-actively monitor RSN availability and performance and initiate corrective actions when required.

  3. Knowledge base input and maintenance concerning the RSN and related tools, enabling offload of work to L1 helpdesk

  4. Perform User Acceptance testing and deliver Key User training for new tools when applicable

  5. Actively support the PRS project managers by working on improving connectivity in RSN, RADAR and M2M for systems that are part of a deployment project.

  6. Identify opportunities for Tool & Process improvements and communicate those back to the RSS engineering teams via the appropriate channels.

  7. Increase the overall RSN customer satisfaction level in the areas, which are under your influence.

  8. Strong relationship with Key markets PRS leads and L1/RSN helpdesk organizations

You are a part of

A hardworking team with passion and enthusiasm to solve issues. You will be working out of the Best side.

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

  • A Bachelor degree or equivalent in Engineering/Computer Science/IT field

  • Application & Windows based Operating System troubleshooting

  • Structured worker with ability to handle multiple simultaneous activities

  • Excellent customer relation/communication skills in English

  • Team player

  • 2 years helpdesk/support experience

In return, we offer you

We welcome you to a challenging, innovative environment with great opportunities for you to explore.

Our benefits are very competitive and designed around your preferences:

  • 25 Days of leave and the possibility to purchase up to 20 extra days off annually

  • A variable bonus based on both Philips results and personal performance

  • Extensive set of tools to drive your career, such as a personal development budget, free training and coaching

  • Solid company pension scheme (employee contribution fee 2%), and attractive collective health insurance package

  • Opportunity to buy Philips shares and products with discount

  • Healthy work-life balance

  • A relocation package will be provided and travel expenses will be covered according to Philips policies, if applicable.

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 .