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Philips
Technical Support Specialist Physiomonitoring Systems
Project is closed
Posted
Mar 13, 2020
Project ID:
PHILJP00018264
Location
Best, Brabant
Hours/week
40 hrs/week
Timeline
3 months
Starts: Oct 1, 2018
Ends: Dec 31, 2018
Payrate range
Unknown
The Technical Support Specialist Physiomonitoring Systems is a global position which takes ownership of resolving the assigned (escalated) technical issues, in a efficient and timely manner, using Philips resources.
As the Technical Support Specialist Physiomonitoring Systems you will be the main contact between the Philips service organization(s) and the Business unit for technical support questions regarding the Philips Physiomonitoring Systems interventional monitoring portfolio.
The product support specialist is also tasked with the knowledge development towards the service engineers for the assigned modality.
In this position, the Technical Support Specialist Physiomonitoring Systems is a creative thinker that analyzes complex problems, collects data, establishes facts, draws valid conclusions, develops / executes corrective action plans. All with the goal to drive customer satisfaction (NPS) and securing long term business results. The Technical Support Specialist is also responsible to perform analyses and apply problem solving techniques in order to provide support across the assigned modality.
As Technical Support Specialit Physiomonitoring Systems you will be part of one global/virtual team that acts as the main interface towards the field (FSE) for problem escalations. The team provides leadership, guidance/support and technical assistance to the service engineers as the modality expert and is available as a consultant over the phone/email/chat, but also for site visits.
The Technical Support Specialist is also involved in the New Product Introduction process by supporting new products and installations both on site and remotely. Information is shared bi-directionally among key markets, regional and national service teams. Part of the role is also to provide feedback on problem and (potential) product improvement towards the stakeholders within the BU (a.o. R&D, Service). The Technical Support Specialist has the additional responsibility to instruct the key market teams in the repair / solution process utilized, if necessary.
This job has an international scope, has a very dynamic and versatile character where support is being delivered by a very enthusiastic team globally.
Ability to coach and mentor technical personnel is a must.
• Bachelor’s degree in Software Engineering, IT or Biomedical Engineering
• 3-5 years of engineering related work experience with proven experience in using trouble shooting techniques to resolve technical issues
• Experience with customer escalation tools and processes beneficial
• Experience in a medical business or knowledge of hospital workflow beneficial
• Excellent verbal and written communication skills (fluent in English, second language preferred)
• Proficient at resolving problems remotely
• Ability to work cohesively and effectively with employees at all levels / departments of the organizations.
• Must have excellent interpersonal communication skills as well as being a motivated team player.
• Ability to convince people and steer teams.
• Demonstrated knowledge of and experience with (remote) IT networking technology (Windows and SQL server)
• Self-starter, self-motivated
• Willingness to travel. Tavel will be determined according to business requirements (10-25%)
Competencies
• Technical Expertise
• Business Acumen
• Informing
• Managerial Courage
• Organizational Agility
• Presentation Skills
• Written Communications
• Customer Focus
• Peer Relationships
The team
The global IGT Field Support department (17 FTE) is not only the central position between the field service organizations and the Business Unit, but between product development and operation performance as well.The Technical Support Specialist Physiomonitoring Systems is a global position which takes ownership of resolving the assigned (escalated) technical issues, in a efficient and timely manner, using Philips resources.
The product support specialist is also tasked with the knowledge development towards the service engineers for the assigned modality.
Your responsibilities:
• Escalation management for Physiomonitoring Systems (including remote/telephone support), to ensure a timely resolution of customer issues
• Provides On-site support in hospitals globally in case of severe problem escalations
• Provides manufacturing support, such as first of a kind (FOK) factory installations and field factory installations (FFI) for assigned modality
• Provides engineering/R&D testing support for NPI’s for assigned modality (e.g. system tests, user interface tests)
• Ensures essential information/known issues are brought back to the field service teams in a quick and efficient way (e.g. via webinars, known issue document, training, service information/documentation)
• Provides technical support for complaint handling unit (CHU) for assigned modality and is part of the complaint review board to ensure the desired quality level of complaint feedback.
• Provides technical and on site (when required) support for FCO’s/CAPA’s for assigned modality with the goal to drive towards a timely, high quality and complete resolution.
• Provides integral life cycle support for the assigned modality towards internal stakeholders like e.g. MPM, SPS, Factory, FCO/IB managers
• Provides knowledge to create service documentation and training material for new products.
This role will be based in Best (The Netherlands) and the specialist will report to the Field Support Manager of Customer Services IGT.
As the Technical Support Specialist Physiomonitoring Systems you will be the main contact between the Philips service organization(s) and the Business unit for technical support questions regarding the Philips Physiomonitoring Systems interventional monitoring portfolio.
The product support specialist is also tasked with the knowledge development towards the service engineers for the assigned modality.
In this position, the Technical Support Specialist Physiomonitoring Systems is a creative thinker that analyzes complex problems, collects data, establishes facts, draws valid conclusions, develops / executes corrective action plans. All with the goal to drive customer satisfaction (NPS) and securing long term business results. The Technical Support Specialist is also responsible to perform analyses and apply problem solving techniques in order to provide support across the assigned modality.
As Technical Support Specialit Physiomonitoring Systems you will be part of one global/virtual team that acts as the main interface towards the field (FSE) for problem escalations. The team provides leadership, guidance/support and technical assistance to the service engineers as the modality expert and is available as a consultant over the phone/email/chat, but also for site visits.
The Technical Support Specialist is also involved in the New Product Introduction process by supporting new products and installations both on site and remotely. Information is shared bi-directionally among key markets, regional and national service teams. Part of the role is also to provide feedback on problem and (potential) product improvement towards the stakeholders within the BU (a.o. R&D, Service). The Technical Support Specialist has the additional responsibility to instruct the key market teams in the repair / solution process utilized, if necessary.
This job has an international scope, has a very dynamic and versatile character where support is being delivered by a very enthusiastic team globally.
Ability to coach and mentor technical personnel is a must.
• Bachelor’s degree in Software Engineering, IT or Biomedical Engineering
• 3-5 years of engineering related work experience with proven experience in using trouble shooting techniques to resolve technical issues
• Experience with customer escalation tools and processes beneficial
• Experience in a medical business or knowledge of hospital workflow beneficial
• Excellent verbal and written communication skills (fluent in English, second language preferred)
• Proficient at resolving problems remotely
• Ability to work cohesively and effectively with employees at all levels / departments of the organizations.
• Must have excellent interpersonal communication skills as well as being a motivated team player.
• Ability to convince people and steer teams.
• Demonstrated knowledge of and experience with (remote) IT networking technology (Windows and SQL server)
• Self-starter, self-motivated
• Willingness to travel. Tavel will be determined according to business requirements (10-25%)
Competencies
• Technical Expertise
• Business Acumen
• Informing
• Managerial Courage
• Organizational Agility
• Presentation Skills
• Written Communications
• Customer Focus
• Peer Relationships
The team
The global IGT Field Support department (17 FTE) is not only the central position between the field service organizations and the Business Unit, but between product development and operation performance as well.The Technical Support Specialist Physiomonitoring Systems is a global position which takes ownership of resolving the assigned (escalated) technical issues, in a efficient and timely manner, using Philips resources.
The product support specialist is also tasked with the knowledge development towards the service engineers for the assigned modality.
Your responsibilities:
• Escalation management for Physiomonitoring Systems (including remote/telephone support), to ensure a timely resolution of customer issues
• Provides On-site support in hospitals globally in case of severe problem escalations
• Provides manufacturing support, such as first of a kind (FOK) factory installations and field factory installations (FFI) for assigned modality
• Provides engineering/R&D testing support for NPI’s for assigned modality (e.g. system tests, user interface tests)
• Ensures essential information/known issues are brought back to the field service teams in a quick and efficient way (e.g. via webinars, known issue document, training, service information/documentation)
• Provides technical support for complaint handling unit (CHU) for assigned modality and is part of the complaint review board to ensure the desired quality level of complaint feedback.
• Provides technical and on site (when required) support for FCO’s/CAPA’s for assigned modality with the goal to drive towards a timely, high quality and complete resolution.
• Provides integral life cycle support for the assigned modality towards internal stakeholders like e.g. MPM, SPS, Factory, FCO/IB managers
• Provides knowledge to create service documentation and training material for new products.
This role will be based in Best (The Netherlands) and the specialist will report to the Field Support Manager of Customer Services IGT.
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