Aim of the job:
Significantly contributes to customer experience and after sales support, through education and training new and existing users in the safe and optimum usage of Philips equipment range, according to Philips’ quality procedures.
Collaborate with Philips’ Services and the BiU, with trouble shooting & customer feedback.
To support Philips commercial activities and gather market intelligence.
Task and responsibilities:
Well organised, with excellent communication skills and the ability to independently manage Customers in different situations.
Customer Training: Interview assessment and creation of training plan, initial on site, off site and follow up training
Creation & maintenance of training documents, as per the quality manual, and BIU training material
Feed back to BiU problems and enhancements for further product development, and participate in assessment of new developments.
Install Base maintenance
Report training activity for customer feedback and audit purposes.
Trouble shoot and working with service for customer satisfaction
Users Groups and Topical study days
Lecturing in educational forums
Commercial assistance – tenders, sales demonstrations and exhibitions
Applications are field-based positions, where the candidate often operates independently. Excellent organizational, and communication skills are essential, along with the ability to assess the customer requirements and capabilities to manage the customer expectations. This is to ensure a positive customer outcome.
Application candidate maintaining strong links with the UK-based Applications team and participating in Application team activities.
To develop new training documents and update existing documents according to Philips training instruction materials and quality procedures, for the range of Philips equipment delivered.
Follow the procedure for creating an auditable training plan in cooperation with the end customer.
Responsible for delivering customised (competency based) customer training materials to achieve the best possible clinical procedures and protocols for optimal usage of the delivered equipment.
(re-)Train hospital staff in case of new releases and / or versions (changes) in the operating procedures of the equipment.
Conduct regular visits to customers to obtain direct feedback regarding the quality of the training delivery, product issues and enhancements and customer satisfaction and follow up relevant assigned quality & regulatory training in a timely manner.
To provide a formal applications report on completion of all applications visits.
Install Base activity: To ensure existing equipment users remain satisfied and confident in the use of Philips equipment, and reporting of customer issues, enhancements and customer satisfaction.
The candidate is the face of Philips and may be required to assist the customer in situations outside the training of the equipment, to help resolve other issues.
Provide reporting on all activity, and other administrative requirements.
Create and support user group meetings and study days.
Deliver lectures when required to educational forums.
Liaised with local Field Service Engineers (FSE) to enable the trouble shooting, image quality issues and Field Change Order (FCO) to all sites.
Utilise remote service applications for cost effective and timely support.
Stay "on track" with the new developments in the clinical application and operating field of the relevant equipment, and take a specialist interest for self-development.
Liaise with the Product Management Group's applications team to ensure that the latest equipment information is available for Users, including attending international meetings where appropriate.
Be aware and to manage at all times the safety standards required by the company, including radiation protection, health and safety regulations. In the event of hazards or accidents, to take immediate control of the situation and involve the safety advisor from the regional office.
To assist the Business Line Manager in all aspects of marketing, sales and promotion of Philips equipment and provide specialist sales support to the account teams when required.
To collect and maintain a database of images and other clinical material, for demonstration and tender purposes.
To provide feedback to business/marketing management with information on reference sites system performance, competitors’ products, customer reactions and sales argument.
Qualified Radiographer with the following:
5 years or more experience in MR
Analytical skills, experience in the interpretation of the application results.
Evidence of excellent teaching or communicate skills
Evidence of ability to organise well and work alone and in a team
Evidence of ability to manage a variety of different and difficult situations
Evidence of ability to work with customers who will have varying levels of knowledge and requirements.
Ability to adapt to the customer
Acts as an ambassador of Philips and supports & identifies business growth opportunities
Adopts technology and tools to aid communication, organization and reporting.
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 .