Philips Technical Support Manager in Pune, India

Technical Support:

  • Co-own and help driving the improvement of “Customer satisfaction” levels.

  • Realise the CS vision to reduce the time to provide solution to Technical Escalation to <30 days.

  • Increase the uptime of the product.

  • Need to resolve the most complex problems which are not solved by KM level 1 and level 2 top technical specialists.

  • Make onsite visit globally to hospitals to bring the escalations under control.

  • Provide techno commercial solution to the problems.

  • Manage the technical escalations through relevant tools and generate various reports to show the performance.

  • Use the Remote Services effectively to fix the problems.

  • Train Key market teams on Install, troubleshooting and system optimization. Complaint Handling:

  • Get the technical information from KM and provide it to Complaint Handling Unit required during investigation of complaints logged through Mercury and Trackwise tools.

  • Provide inputs to SISE team on the observations/ feedback from KM on service documentation, FRUs, etc

  • Participate in the FQS programs as Technical Specialist.

  • Participate in improvement initiatives and/or Life Cycle Management activities on serviceability and reliability.

  • Continuously identify opportunities and support initiatives to improve the processes and Way of Working. LCM:

  • Translate customer complaints into design specifications/ inputs to solve the problem upstream in the product.

  • Participate in the reviews of LCM projects.

  • Prepare the Service Documentation required during the LCM period of the product.

  • Collaborate with development staff to simulate problems in the test environment

  • Execute the service validation test cases.