In this role, you have the opportunity to
Join our Technical support team as an experienced technical support Engineer. You will combine your technical, networking, and customer interaction skills assist our customers and field engineer with products.
You are responsible for
First aim of your job, is technical support for our field engineer, provide excellent customer services by troubleshooting complex problems all around China.
Second aim of your job, is remote service for our customers, is to provide telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners, utilizing the latest remote access technologies.
Support field engineer by resolving complex issues quickly and effectively.
Communicate with BIU, escalate customer product issues by higher level support
Working with field engineer, delivery professional service to our customer with high quality.
Document all actions taken in our internal tracking system and knowledge base. Collaborate with internal customer, like marketing, sales, zone manager and modality manager to provide technical support for business growth.
Monitor and drive service quality improvement, including Installation and Preventive Maintenance and Corrective Maintenance.
Work on productivity improvement and service innovation with the guidance of IGT BIU.
Acting as a Philips Representative in response to customer inquiries and providing telephone and remote technical support to our customers
Utilization of appropriate remote tools to resolve issue and thus avoid dispatching of service call to Field Service Engineer
Implementing best practices and process improvements while diagnosing problems, apply effective solutions and determine follow up actions.
Driving increased productivity through utilization of remote tools and technical skills
Attend assigned training and develop relevant knowledge and skills.
Other tasks assigned by team & company.
You are a part of
The team which is responsible for providing rapid solutions to our customers. You will work with a great group of Philips Technical members in a cohesive and productive environment. Our team enjoys helping each other resolve issues for our customers.
To succeed in this role, you should have the following skills and experience
Bachelor degree or above.
4 year/ Associates Degree or equivalent is required; 4 year technical degree preferred
At least 5 years strong experience in CV or general X-ray product , rich service experience in DSA product preferred.
Proficient in English listening, speaking, reading and writing
Computer networking experience/certification is highly preferred
Effective communication skills
Ability to troubleshoot and think logically about solutions
Strong interpersonal skills with teams and customers
Prioritization and time management
Technical solutions authoring
Ability to solve mechanical and electrical problems using appropriate tools
Ability to utilize MS office and other CRM products and applications
Travel will be determined according to business requirements
In return, we offer you
Excellent opportunities to further develop and to fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training. The work location of this position will be Suzhou.
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. Learn more by watching this video .
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 .