In this role, you have the opportunity to
Deliver excellent customer service to support Philips’ customers throughout the solution lifecycle, including implementation and service processes. You will provide remote and onsite support during implementation and service events, depending upon the complexity of the situation.
You are responsible for
Responding to customer inquiries throughout the lifecycle of installations; providing phone and on-site support to both customers and Field Service Engineers.
Resolving complex technical problems and product issues.
Performing physical installation of solutions including configuration, validation and administrative instruction.
Interfacing and configuring IT solutions across multiple modalities, while supporting BETA and first-of-kind installations in the field.
Managing all assigned escalations by taking a leadership role in the resolution of technical and product problems.
Communicating resolution plans to key team members, while providing onsite escalation management and operational reviews.
Collaborating cross functionally with Philips Project Managers and Clinical Workflow Adoption Consultants, to facilitate work during installations.
The ability to travel domestically up to 60%, via car and air is an essential function of this role.
You are a part of
The Healthcare Information Technology (HIT) business unit, which provides affordable and integrated informatics solutions for health systems. By enabling intelligent decision-making and improving clinical pathways, we will lead to better clinical, operational and financial outcomes across the health continuum.
To succeed in this role, you should have the following skills and experience
Bachelor degree in Computer Science, IT, Engineering (or closely related major) and 5+ years of experience providing technical support on Healthcare Informatics or Medical devices (10+ years required if no degree)
Advanced knowledge of Microsoft Windows 7/10, Server 2008/2012
Knowledge of network diagnosis, troubleshooting and network security (Firewalls, VPN, etc.)
Experienced in DICOM/HL7 configuration and troubleshooting
Experience with virtual networks (configuration and support)
Relevant IT certification(s); CCNA, MCSA, MCITP in Windows Server 2008 and/or 2012 (preferred)
In return, we offer you
The opportunity to join one of our fastest growing IT businesses, while using your expertise in operating systems to serve as an expert to IT departments and end users. As well, you will be at the forefront of supporting various functions and growth of a developing programs within Philips.
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.
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 .
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.