Philips (Senior) Field Support Engineer, ICCA in Petaling Jaya, Malaysia
Philips Healthcare is one of the world’s leading medical device companies. We are continuously improving the quality of people’s lives through our innovative developments across the Healthcare Sector to include our broad range of Imaging, Information and Monitoring systems.
The operations team is currently expanding and we are recruiting for a (Senior) Field Support Engineer to support a new application launch i.e. IntelliSpace Critical Care & Anesthesia (ICCA). The role will be responsible for end to end field service support i.e. system hardware and software, PCs, and networking/wireless networking platforms. The selected candidate will be expected to manage the service delivery processes in a timely manner and ensure maximum customer satisfaction related to service delivery performance.
Work through the resolution of technical service issues according to standard processes and procedures with specialized understanding of complex product issues
Resolve all incidents at our customers’ sites in a timely manner and/or escalate incidents to problem management and provide technical consultancy.
Maintain a high level of technical competency on Philips solutions and related technologies
Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction
Determine if site delivery managers or application consultant are required to go onsite for event analyses or incident solving
Provide regular feedback on event status of severity level to customer or client service manager
Monitoring of events forwarded to third party and ensures those are solved within the agreed SLA with the vendor; escalate if deemed necessary.
Provide pro-active remote monitoring, support and system management if part of the service contract
Remote/on site installation and testing of hotfixes, updates and upgrades
We are looking for someone with the following qualification:
Degree qualification in ICT
Minimum 3-5 years of technical support experience; ideally in an Healthcare or IT environment
Certified in MS Server, Client, SQL
Certified in Oracle database administrator
Certified in Cisco Network, Design associate/professional
Experience in HL7, IHE
Good customer service and communication skills
Fluent in English, verbal and written in addition to local language
This role will report into the Head of Operations. The role offers you an opportunity to work closely with a driven and cohesive team. In Philips, we offer a dynamic, fast paced and inclusive environment that will enable you to further develop your talents and career within a global leader.