In this role, you have the opportunity to
Focus on delivering excellent service support expertise to customer and being there for customers when they need us most. The Service Support Specialist is responsible for providing service support expertise to customers, ensuring high customer satisfaction. Activities include resolution of incidents, problems and services requests raised by customers (internal or external).
You are responsible for
Manage and maintain effective communication with customers in relation to logged service requests.
Manage effective communication with internal and external cross functional teams.
Effectively utilize service tools for the logging, triage and classification of cases in line with published work instructions, leading to resolution – remotely or onsite.
Monitoring of cases to ensure Service Level Agreements (SLA) are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
Negotiating and prioritizing case load with the Service Delivery Manager and/or the support teams.
Work on root cause analysis of the incident when needed and work with Problem management team for further analysis.
Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, Problem management and other functional groups to ensure permanent resolution to these incident types.
Participate in weekly rotating on-call responsibilities, providing 24/7 coverage.
Work with team to perform preventive maintenance.
Participate and contribute in cross functional team as an active team member.
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.
Familiarity with Oracle database, VMware, Hyper-V, Windows Server application and network technologies.
Awareness of or Familiarity with Radiological workflow, including DICOM, HL7 etc.
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.
Self-driven, independent, humble and team spirited.
Exhibits leadership through personal responsibility, accountability and teamwork.
Able to write client-side scripts like PowerShell, batch etc.
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 . 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 .