Philips IXR National Support Specialist in Canada - Home Based, Ontario

IXR National Support Specialist

In this role, you have the opportunity to

Provide on-site and phone support to the Field Service Organization, as required, to resolve complex technical problems and product issues within the IGT modality that are beyond the capabilities of the local Field Service Engineer related to: New Product Introduction, First of Kind installations, Transfer of Knowledge, Primary interface to the Product Manufacturing Group, Assigned Service Escalations, and Remote Support.

You are responsible for:

  • FSE Support & Development

  • Assure FSEs use appropriate troubleshooting and repair methodology

  • Provide leadership, training and technical assistance to the Field Organization as the modality expert

  • Must not only be available for site visits, but also as a consultant over the phone to any field based associate (sales, clinical for example) requiring assistance

  • Coach and mentor FSEs to ensure excellent customer experience during the repair. Have crucial conversations with FSE and/or RSM when warranted.

  • Assure FSEs use appropriate parts and follow procedures

  • Ensure process adherence through Region Quarterly Reviews, Trip Reports, FSE Seminars (Technical and Process Updates)

  • Escalation Management

  • Demonstrate escalation ownership and management:

  • Manage all escalations within Canada Zone

  • Take a leadership role in the repair solution of technical and product problems and assume additional responsibility to instruct the CSS and FSE in the repair solution utilized

  • Pass new information to Service Programs as to the solution process utilized, if necessary

  • Communicate an action plan and resolution strategy

  • Analyze complex problems, collect data, establish facts, draw valid conclusions, and develop and execute corrective action plan(s)

  • Assure speed of resolution for technical escalations including FSE support, troubleshooting and repair processes are followed by all

  • Own assigned technical issues using Philips resources (KNOVA / CCSC / BU) as required

  • Assume accountability for commitments of self and others for escalation resolution

  • Lead TRIAD Calls

  • Serve as Region BU interface for/with the field problem escalation, FPR’s, etc.

  • Business Improvement

  • Support local FSE / RSM / CCTs and business with parts review / $10K parts approval process

  • Support new products and installations both on-site and remotely, including participating bi- directional information sharing with FSEs, BU, and CSSs that support new product introduction (NPI)

  • Proactively monitor and report on High Activity Sites (HAS), TPR, Parts Usage, and lead improvement strategies and initiatives

  • Manage HAS strategies, Material Usage Reduction initiatives, etc. to improve business results

You are a part of

The Canada Technical Operations team. You will report to the Zone Technical Operations Director and collaborate with many other teams, including Sales, Commercial, BU and other IGT NSSs across the North American Market.

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

  • 2-year / Associates Degree Required; 4-year technical degree preferred

  • 5 years servicing applicable modality equipment required; 10 years preferred

  • Demonstrated skills and experience with IT networking technology

  • Experience with electronic circuit boards, processors and computer hardware including applications and programming. PC competency. Demonstrated electronics and mechanical ability

  • Excellent verbal and written communication skills

  • National Support Specialist (NSS) - Image Guided Therapy (IGT)

  • Proficient at resolving problems remotely

  • Ability to work cohesively and effectively with employees at all levels / departments of the organizations

  • Demonstrated leadership skills

  • Disciplined and timely use of customer escalation tools and processes

  • Availability 24 x 7 via phone or pager as per schedule

  • Ability to travel according to business requirements

  • Self-starter, self-motivated Physical Demands and Work Environment

  • Availability 24 x 7 via phone or pager, as required per schedule

  • Sitting and/or standing for long periods while talking on a phone/headset

  • Possession of a valid driver’s license and good driving record

  • Travel to the customer site, zone office or identified locations for meetings

  • Driving 1 to 4 hours daily, on average

  • Carrying or pulling up to 40 lbs. of test equipment.

  • Lifting parts or carrying parts weighing a few ounces to over 100 lbs. (Assistance available when lifting items over 50 lbs.)

  • Frequent bending, stooping, twisting, turning, and working in unusual positions using full body mobility

  • May work from ladders or scaffolding, on occasion

  • Potential exposure to hazardous physical, chemical, and biological agents

Critical Competencies

  • Business Acumen

  • Informing

  • Managerial Courage

  • Organizational Agility

  • Presentation Skills

  • Written Communications

  • Customer Focus

  • Peer Relationships

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also 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.

Philips Electronics Ltd is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications form people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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