Philips is focused on improving people’s lives through meaningful innovation. Our aim is to improve the lives of 3 billion people a year by 2025. We are undergoing an exciting transformation globally from a consumer and healthcare business into a leader in the Health & Technology space. We now have an exciting opportunity for a Software Technical Support Engineer to join the Philips team to service our Cardiology Informatics solutions.
The Technical Support Engineer focuses on delivering excellent customer care and being there for customers when they need us most. You will engage customers across the globe through our online resources, communities, social outreach, and 1:1 care. This role represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better. You will be passionate about focusing on the consumer and helping them get the most out of Philips.
Provide support to over 100 customers on our range of Cardiology Informatics products.
Analyse break/fix issues working with empathy and a sense of urgency to deliver solutions to meet customer/partner needs.
Resolution of technical service issues according to standard processes and procedures and specialised 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.
Resolving known technical issues.
Maintaining a high level of technical competence on Philips solutions and related technologies.
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.
Logging service data required for tracking.
Working independently with general supervision on daily work, seeking guidance as appropriate.
Working at Philips means driving your career in an organisation with an incredible diversity of nationalities, skills, backgrounds, functions and challenges. We have opportunities for graduates as well as experienced professionals in everything from applied research to marketing and sales in over 100 countries. We’re a fascinating company to be part of, with a strong emphasis on cultural awareness, mutual understanding and out-of-the-box thinking.
We are looking for:
Previous experience of working directly with customers.
Software support experience.
Good technical and analytical skills.
Strong, confident communication skills are expected.
Ability to work both independently and as part of a team to ensure that a high level of service is provided.
Relevant degree or equivalent in computer science or related technology.
Previous experience/knowledge of working with databases / Microsoft SQL Server.
ITIL Foundation certification.
Proven ability to write technical articles outlining problems, resolution and troubleshooting steps.
Working experience with healthcare technology is preferred
We welcome you to a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences:
A competitive base salary plus a high performance related bonus.
Access to private healthcare insurance
Learning and Development opportunities through our Philips University
Family friendly policies which offer enhanced maternity and paternity schemes
The Philips Employee Shop allows employees to buy Philips products at discounted prices
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 .