Philips Customer Care Support Engineer in Singapore, Singapore
In this role, you have the opportunity to focuses on delivering excellent customer care and being there for customers when they need us most. The SW Technical Support engineer engages customers across the globe through our online resources and communities, social outreach, and 1:1 care.
Key Areas of Responsibility
Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
Work through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues
Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation
Log all service data required for tracking
Maintain a high level of technical competence on Philips solutions and related technologies
May act as subject matter expert on specific product group(s)
Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction
Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support
Contribute to the knowledge base and create knowledge base materials
You will be represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better. The SW Technical Support engineer is passionate about focusing on the consumer and helping them get the most out of Philips. He\She represents Philips and delights our customers.
Works directly with customers in the timely and accurate resolution of standard and complex technical support problems, questions and other technical issues
Perform case resolution on issues that are beyond the level 1 ability to resolve or require changes
Perform advanced troubleshooting and updating knowledge bases articles with solutions performed.
May provide support for select large projects with complex configurations that require coordination across technical support, technical consultants, and on-site support teams.
Work with customers, development teams or level 1 support teams to resolve product issues
Advise and coach level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration best practices
Provide world class customer service while performing and documenting this knowledge
Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality
As applicable, serve as final point of escalation within Technical Support model, acting as and important interface between the customer and Engineering
Addresses complex and abstract problems, may be in a concentrated area of expertise, such as networking
May be involved in service process re-engineering, introduction of new (innovative) technology, or new processes
Identifies opportunities to enhance service and support
May support multiple product lines
Exemplifies leadership qualities with the ability to take decisive action to draw the right people into the discussion to make the right decisions
Effectively applies skills and knowledge to address and resolve challenges
Work effectively with cross-functional teams to include Sales, Channel, Support, Engineering, Operations, etc
Mentors and provides direct feedback to individuals while reporting back to management on progression on customer experience
To succeed in this role, you should have the following skills and experience:
Relevant degree in computer science or related technology with 5+ years hands-on experience supporting customers
5+ years supporting one or more Philips solution and/or technology required
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 solve problems systematically and effectively, ensures high customer satisfaction
Proven ability to write technical articles outlining problems, resolution and troubleshooting steps
Self-driven, independent, humble and team spirited
Successfully manages increasingly more complex issues that require seasoned technical skills
Succeeds in ever widening range of technologies and product suite and complexities
Exhibits leadership through personal responsibility, accountability and teamwork
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. Learn more by watching this video .
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 .