In this role you have the opportunity to
focus on the Philips IntelliSpace Portal software application delivering excellent customer care and being there for customers when they need us most. The SW Support Engineer engages customers in both the UK and Ireland. He\She represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better. The SW 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. The role will involve working both at customer sites and remotely from home, so significant travel will be involved.
You are responsible for
Ensuring all customers receive prompt and courteous support enabling the highest possible customer satisfaction
Contributing to the Customer Satisfaction by delivery accuracy in the install base
Working with the sales team to achieve increased sales results by identifying opportunities
Managing and implementing upgrade cycle to maintain customers on the latest releases
Analysing break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
Working through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues
Ensuring all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation
Producing reporting with high levels of data quality
Maintaining a high level of technical competence on Philips solutions and related technologies
You are a part of
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.
This role is based at our Head Office in Guildford.
To succeed in this role, you should have the following skills and experience
Relevant degree in computer science or related technology with experience in a customer support environment
ITIL Foundation certification preferred
Proven ability to write technical articles outlining problems, resolution and troubleshooting steps
Working experience with working with healthcare technology is preferred
In return, we offer you
A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.
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 https://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 at https://youtu.be/ocnMFp1JBuM .
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at https://www.careers.philips.com/professional/global/en/workingatphilips on our career website, where you can read stories from our employee blog at https://www.careers.philips.com/global/en/blog-unexpected . Once there,you can also learn about our recruitment process at https://www.careers.philips.com/global/en/recruitmentprocess , or find answers to some of the frequently asked questions at https://www.careers.philips.com/global/en/faq .