In this role, you have the opportunity to be responsible for implementing Philips’ (former Carestream) Health Care Information Systems (HCIS) solutions. Philips’ Pictures Archiving & Communications Systems (PACS), Radiology Information System (RIS), and third party system integrations. The role is the second/third level of system implementation and first/second level of system integration. You will be required to make qualified technical decisions, to implement to the specified design and to assist in resolving customer requests and issues.
You will have significant knowledge of relevant technologies and their achievable service levels, alongside of some knowledge of the clinical and administrative functions of PACS and RIS and Applications.
The role’s responsibilities may include the technical qualification, local implementation, integration, training and support of Philips’ PACS and RIS solutions. The deliverables should meet or exceed customer expectations whilst remaining within the business and technical specifications. The role will deliver solutions that are supportable by the Philips’/ Carestream services teams. Additional responsibilities may include pre & post sales support.
You are responsible for:
Customer Focused activities:
Gain knowledge and familiarity with customers and their environments within the assigned geography (current operations and workflow, desired operations and workflow, etc.)
Deliver a controlled implementation of assigned HCIS projects, liaising with Project Managers, Customers, technical teams, applications consultants, 3rd party suppliers and the Philips’Sales team.
Meet with HCIS Services, Applications and Sales teams as required to provide customer feedback, assist with project plans and align schedules.
Provide enhancements and remote configurations to customer sites throughout the UK and Ireland.
Collect Voice of Customer (VoC) input.
Improve customer satisfaction by giving:
Timely response to customer contact.
Prompt customer follow up and closure of requests.
Correction of Customer/User mistakes.
Assist in 2nd/3rd Level incident support on Philips’ PACS and RIS solutions within the UK & Ireland.
Where appropriate, develop and implement work around solutions.
Ensure the Services information database is current for assigned projects.
Provide consulting, reporting and maintenance services to customers.
Meet or exceed performance expectations in relation to technical and professional aptitude.
Provide technical assistance to Project Managers, Applications team, Incident Support team, Customers and Sales as required or directed.
Work with the Project Manager, Customer and Applications team to provide reports to Service Management.
The role will take local responsibility for the technical components of assigned HCIS project installations, upgrades and planned maintenance from start to completion.
Participate in training programs to enhance technical and application skills.
Develop & deliver HCIS implementation packages.
In agreement with the Technical Services Manager, the role may provide “field specialist” support for nominated HCIS products or a range of products. This may include general support, management of problem escalations, training etc.
Provide back up as necessary to other team members.
Support the HCIS Incident Support team in the accumulation and distribution of technical information related to Philips’ RIS and PACS solutions.
Join the HCIS Incident Support team in triaging, investigating and resolving Incident Support calls when required.
Keep the Philips’ RIS and PACS service information database current.
Provide input to the sales team to assist in generating sales of Philip’s RIS and PACS solutions.
Provide technical advice on software and hardware upgrades.
Provide technical advice on changes to setup and functionalities.
Work with the Research & Development teams when required.
When not involved with primary responsibilities, full use of available time to be made by developing projects to improve the technical services processes.
Extended Hours Support
The job holder may be required to participate in the Extended Hours Support weekly rota, 1 week out of 9 and a weekend On Call rota 1 week in 9. For example:
Weeks 1-8: Normal working hours – 8.30 am to 5.00 pm (including 1 weekend rota)
Week 9: Extended Hours Support Rota (as below model)
Weeks 10-17: Normal working hours – 8.30 am to 5.00 pm (including 1 weekend rota)
To succeed in this role, you should have the following skills and experience
Key skills for the role are:
Database implementation/development, administration, dataguard, backups and recovery, tuning (Oracle DBA level a plus but not strictly required).
Experience of an Oracle Programming Language, (PL/SQL developer, SQLPlus).
First and second line product support for both internal and external customers.
Development of simple integration components, (COM object based interfaces, Web interfaces, XML, etc.).
Knowledge and experience of Microsoft 2003/2008/2012 Server support.
Experience with Crystal Reports.
Understanding/knowledge of IT related medical standards: e.g. DICOM, Health Level Seven (HL7), and Integrating the Healthcare Enterprise (IHE).
Beneficial to the role would be knowledge of:
Radiology Workflow, PACS, RIS.
Common network protocols and technologies.
Common security technologies and practices.
Storage platforms technologies (RAID, SAN, NAS, tape libraries).
High Availability technologies (for example, OS based, Veritas, Oracle).
Web and HTML technologies.
Strong team player who will act on behalf of Philips’ in PACS and RIS projects.
Technical knowledge of Philips’ solutions will be a plus but is not strictly required.
Technical experience with other relevant technologies.
Demonstrated acumen for understanding integrated applications, workflow and network environments.
Oracle database experience would be an advantage.
Experience in Oracle database interrogation and design.
Strong oral and written English-language skills.
Excellent communication skills.
Excellent troubleshooting and problem analysis skills.
Experience of working in a production environment against prescribed SLA’s.
Experience of the workflow within a radiology department would be a benefit.
Capacity to travel extensively: 70% of the time
Capacity to work autonomously (home base). The incumbent will be requested to be at the Glasgow office on weekly basis.
In return, we offer you the unique combination of a critical and challenging role. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.
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 .