Philips Technical Support Engineer 5 in Foster City, California
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.
A person assigned to the position of Technical Support Engineer 5 (TSE-5) will perform some of the same basic tasks as a TSE 4 only with more efficiency
and increased performance. A TSE 5 will have a proven track record as a TSE4 with increasing responsibility and will have consistently proven to be a team
leader. As one of the most highly skilled members of the team, these individuals will support other team members for difficult issues and complex tasks. A
TSE 5 will be expected to work with other Philips departments and entities to ensure service level agreements with customers are met. These engineers
will also provide on call escalation support for the rest of the team.
Essential Duties and Responsibilities:
• Troubleshoot Windows operating system issues quickly and effectively
• Troubleshoot hardware issues quickly and effectively
• Troubleshoot TCP/IP and difficult networking problems with customers
• Advanced troubleshooting capability on the iSite product family
• Able to work structurally and according to published procedures and work instructions
• Document all actions taken during problem resolution in appropriate internal tracking systems
• Provide escalated support for other team members as needed for timely resolution of issues
• Often leads or supervises the activities of other TSE
• Works on complex assignments requiring independent action and a high degree of initiative
• Seeks increased responsibilities
• Looks for ways to improve and promote quality
• Provide technical expertise for project planning requirements within and outside the team
• Uses advanced product knowledge to develop new procedures, concepts and techniques
• Ability to identify and document issues that require escalation to external departments
• May be required to create training material or programs to promote knowledge transfer
In this role, you have the opportunity to
F ocus on delivering excellent customer care and being there for customers when they need us most. You will represent the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better.
You are responsible for
Providing phone and e-mail support to end-users and administrators of Philip’s imaging products, documenting and reproducing all steps taken during problem resolution, supporting other team members for difficult issues and complex tasks, working with other Philips departments and entities to ensure service level agreements with customers are met, and providing on call escalation support for the rest of the team.
You are a part of
The Philips Enterprise Imaging and Clinical Informatics Business Unit which provides a comprehensive solution for medical image storage and enterprise distribution. Our Software as a Service solution stores images for millions of patients across hundreds of hospitals around the country and helps clinicians acquire, analyze, and interpret clinical data so they have the care-specific information they need to make informed decisions with confidence.
To succeed in this role, you should have the following skills and experience
Relevant degree in computer science or related technology preferred, with 5+ years hands-on experience supporting customers
Technical certifications preferred
ITIL Foundation certification preferred
Demonstrated effectiveness of exhibiting leadership through personal responsibility, accountability and teamwork
Proven proactive, self-starter with ability to assess complicated scenarios, determine action required, and engage appropriately to resolution
Proven ability to write technical articles outlining problems, resolution and troubleshooting steps
5+ years supporting one or more Philips solution and/or technology required; proven track record as a TSE4 with increasing responsibility and proven to be a team leader preferred
Proven ability to troubleshoot hardware issues quickly and effectively
Proven ability to troubleshoot TCP/IP and difficult networking problems with customers
Advanced troubleshooting capability on the iSite product family
Able to work structurally and according to published procedures and work instructions
Ability to provide escalated support for other team members as needed for timely resolution of issues In return, we offer you To learn and advance with Philips, a diversified technology company, focused on improving people’s lives through meaningful innovation. With a century of history and more than 450 innovative products and services, we are ready to meet today’s challenges in healthcare by creating solutions that deliver better care to more people at lower cost. 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.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.