The role of a Philips Remote Services (PRS) Lead is to Improve Customer Satisfaction and Business Performance through Advancing Remotes Services on a Market level by ensuring an efficient and effective service delivery , while improving brand perception/satisfaction and process compliance for direct and indirect channels in the designated Market by development of technical process, and also being the pivot point towards the Remote Service Engineer and BIU Serviceability Design (Maintaining End 2 End Connectivity and Reachability).
In this role, you have the opportunity to
Work with clients all over the Nordic region and stake holders across the globe with a primary focus on our Swedish hospitals. You are accountable for the Nordic connectivity strategy and operationally responsible for the Swedish connectivity rate. Opportunity to work fully remotely is available. The role is part of the Philips Customer Care Center and is responsible for technical support in the Nordic region.
You are responsible for
Assuming ownership of a connectivity-related event from initiation to completion
Improving connectivity of remote devices via IPSEC/SSL VPN tunnels for multiple connectivity solutions
Utilizing strong communication skills with local service, customer IT, and other groups involved in the Philips Remote Services (PRS) escalation process
Implementing best practices and process improvements while diagnosing problems, applying effective solutions and determining follow up actions
Resolving basic network and technical application problems
Ensuring the customer sites are always connected and reachable and are capable of transferring customer agreed data from the Health Care Facilities to Philips Data Centers.
Tracking customers, and/or devices not capable of Remote Connectivity due to customer denial or other reasons
You are a part of
Our Nordic customer Care team who is responsible for providing rapid solutions to our customers. You will also work closely with all the members within Health System (i.e. Service Center, Field Service Engineers, Service managers).
To succeed in this role, you should have the following skills and experience
In Depth Understanding of VPN’s and other networking concepts (CCNA Level Preferred)
Understanding on security and privacy issues Regulations in Healthcare industry
Experience in direct Customer Relations
Communication and relationship management taking into account cultural and language differences
Natural Go-Getter and Motivator for local teams, should be seen as one point of contact for any connectivity problems.
Experience with project management and project tracking tools for effective delivery and problem resolutions.
Self-motivated and self-directed. Normally receives little instruction on day-to-day work and general instructions on new assignments
Collaborate and coordinate cross-functionally
Ability to manage relationships, utilizing influence to work through roadblocks
Should attack problems proactively and avoid reactive workflows.
In return, we offer you
Interesting growth opportunities for further career development within our Nordic organization and the larger Philips organization.
Challenging, innovative environment with both a successful performance records and great opportunities to explore.
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. 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 on our career website, where you can read stories from our employee blog. Once there,you can also learn about our recruitment process, or find answers to some of the frequently asked questions.