Healthcare Technical Support Engineer_NY
This is a position working full-time for Phillips on-site at customer hospital in New York City.
In this role, you have the opportunity to connect patients, practitioners, and process with innovative technology, you will help radiology and Cardiology departments transform their care practice to improve diagnostics, workflow, patient care and financial outcomes.
You are responsible for:
Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs, ensuring all customers receive prompt and courteous support enabling the highest possible customer satisfaction
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
Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support; Contributing to the knowledge base and create knowledge base materials
Advise and coach level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration 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 an important interface between the customer and Engineering
You are a part of the Intellispace Enterprise Edition Care team you will be joining one of the newest and most agile Care teams at Philips focused on serving our Enterprise Customers. We are looking for dynamic individuals that have the desire and skill set to support our Enterprise customers across a core set of enterprise products as well as the ancillary products that make up the ISEE portfolio. Our goal and the focus of our team is to bring in experienced team members that will have an immediate impact on supporting our customers but to also build on your core competencies while expanding your personal portfolio.
To succeed in this role, you should have the following skills and experience:
2+ years working experience with Philips products and/or technology
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
ITIL Foundation certification and Proven ability to write technical articles outlining problems, resolution and troubleshooting steps
Bachelor's degree (BA / BS) in Business, Computer Science, Information Systems or related field preferred or equivalent experience (at least 10 years)
Firm background in DICOM and HL7
Strong background in SQL (2000 through 2014)
Understanding of network configuration (DNS, VPN, IP Proxy, TCPIP, load balancers)
Experience with information and application security including public key encryption, SSH, access credentials, and X.509 certificates
Expertise with Windows systems administration (Win 2000, 2003, 2008, 2012, XP, WIN7) and ability to trouble shoot issues
Experience using and troubleshooting the following Technologies/Protocols:
Microsoft SQL Server 2000 / 2005 /2008
Server Operating Systems: / 2008
Experience applying the following skill sets:
SQL Query / Report Creation
Power Shell Scripting
Visual Basic Scripting
Batch File Scripting
MS Windows Server Installation / Operating system installation
Requires highly effective communication skills, both verbal and written.
In return, we offer you the opportunity to be part of a highly skilled Healthcare Informatics Solutions and Services team responsible for overall success of Philips customers utilizing our suite of medical imaging products. Philips is uniquely positioned as a health technology leader. We’ve been doing this for over 100 years, and leading the confluence of clinical and informatics is in our DNA. As the Software Technical Support Level 2 you will be responsible for delivering excellent customer care and being there for customers when they need us the most.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Company relocation benefits will not be provided for this position. Candidates need to live within a commutable distance to New York City.
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 .
Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.