Philips Technical Support Specialist IGT in Best, Netherlands
The technical support specialist IGT is a global position which takes ownership of resolving the assigned (escalated) technical issues, in an efficient and timely manner. As Technical Support Specialist IGT you will act as the main interface towards the field (FSE) for problem escalations for the MD Eleva and Cardio/Vascular product lines. The team provides leadership, guidance/support and technical assistance to the service engineers as the modality expert and is available as a consultant over the phone/email/chat, but also for site visits.
Escalation management for Multi Diagnost Eleva (50%) and Cardio/Vascular (50%) systems (including remote/telephone support), to ensure a timely resolution of customer issues
Provides On-site support in hospitals globally in case of severe problem escalations
Provides manufacturing support, such as first of a kind (FOK) factory installations and field factory installations (FFI) for assigned modality
Provides engineering/R&D testing support for NPI’s for assigned modality (e.g. system tests, user interface tests)
Ensures essential information/known issues are brought back to the field service teams in a quick and efficient way (e.g. via webinars, known issue document, training, service information/documentation)
The IGT Field Support department (15 FTE) is a central team between the field service organizations and the Business Unit and between product development and operation performance. The team is a “window on the world” to pro-actively collects/detects feedback on product deviations and report this back into the BU in order to improve products, processes and tools. The role is based in Best (The Netherlands) and the specialist reports to the Field Support Manager of Customer Services IGT.
We welcome you to a challenging, innovative environment with great opportunities for you to explore.
We are looking for
Bachelor’s degree in Electrical Engineering or related Engineering field.
5-7 years of engineering related work experience with proven experience in using trouble shooting techniques to resolve technical issues
Proven experience with service on Multi Diagnost Eleva and C/V products
Experience with customer escalation tools and processes
Experience in a medical business or knowledge of hospital workflow
Excellent verbal and written communication skills (fluent in English, second language preferred)
Proficient at resolving problems remotely
Ability to work cohesively and effectively with employees at all levels / departments of the organizations.
Must have excellent interpersonal communication skills as well as being a motivated team player, with an ability to convince people and steer teams.
Demonstrated knowledge of and experience with (remote) IT networking technology
Willingness to travel. Travel will be determined according to business requirements (10-25%)