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Philips Customer Care Center (CCC) Coordinator - Response Center Engineer HealthSystems in Johannesburg, South Africa

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Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more like-minded, motivated, focused minds to join us in creating a healthier, more connected society while transforming themselves personally and professionally.

Philips Africa comprises all 54 countries of Africa, from the Cape to Cairo, and from the Atlantic to the Indian Ocean. Philips Africa is headquartered in Johannesburg, South Africa and it has a direct presence in four other African countries, in the cities of Accra, Casablanca, Cairo and Nairobi.

As a CCC Coordinator - Response Center Engineer you will have the opportunity to process customer calls and be responsible for screening and diagnosing professionally Healthcare equipment to support customers and colleagues remotely with solving technical issues and ensuring maximum customer satisfaction

You are responsible for:

  • Diagnose healthcare equipment to the quality standards set by Philips Healthcare (PH) remotely by interviewing customers or colleagues by telephone or by remotely logging in to the system

  • Advise Customer Care Center Coordinators and District Operations Managers and / or Team Leads about the best follow-up w.r.t. technical state of the diagnosed healthcare equipment

  • Advise the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources

  • Take calls from customers and make sure they are processed in the CCC ERP on timely manner including all relevant data

  • Support Field Services Engineers in the field with technical knowledge

  • Escalate technical issues to the Technical Support Specialist

  • Escalate technical issues to Business Unit support after consultation of the Technical Support Specialist

  • Monitor critical functions of the equipment’s in the IB and environmental conditions including RSN and True reachability.

  • Lead the planning and implementation of FSN’s and FCO’s accelerating remote implementation where applicable.

  • Submit timely and accurate service data, job sheets, reports, expense claims, radiation film badges, field problem reports and other paperwork as assigned

  • Keep abreast of new technologies likely to affect PH range of products

  • Use company property with care to ensure optimal results with minimal operational costs

  • Be a professional representative for PH with respect to customer problems, ensuring personal acceptability by the customer in behavior in accordance with PH policy and targets

  • Conform to PH safety standards including health and safety regulations and in the event of hazards or accidents to take immediate control of the situation and involve the Operations Manager and / or the responsible person to handle properly confidential issues according Philips standards and to act according General Business Principals

  • Follow all quality standards within the frame of valid PH business policies

  • Follow the company quality regulations (ISO 9001; PQA; TQM) and internal directives and procedures

You are a part of the dynamic South Africa Customer Care Centre Team .You will be reporting to the Customer Care Center Manager

To succeed in this role, you should have the following skills and experience

  • Degree level education or equivalent in engineering

  • Minimum 2 years’ experience in maintenance and troubleshooting of technical complex systems in multinational healthcare organizations – ideally with Interventional X-Ray systems and Digital X-Ray machines

  • Fluent in English, verbal and written in addition to local language

In return, we offer you the unique combination of a critical and challenging role and a creative and empowering office environment. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Only apply for this role if you are a South African Citizen by birth or Naturalization prior to the 27 April 1994.

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 .

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