Technical Support Specialist

vor 3 Wochen

Wien, Wien, Österreich Philips Vollzeit

Job Title

Remote Service Engineer

Job Description

In this role, you will be responsible for resolving customer technical requests remotely, ensuring efficient solutions before dispatch. You will collaborate with the team to address service needs, including upgrades and installations, while delivering excellent support through various channels.

The preferred location for the role is Eindhoven or Vienna, but the role can be filled remotely from any EU country.

Your Role

Main Tasks

  • Qualify customer calls for EMR&CM product calls for geographical territory & customers assigned.
  • Operate as the L1 responder for EMR-CM products, find and establish problem solutions for technical problems.
  • Answer basic questions about application and configuration of EMR&CM products.
  • Find and establish problem solutions for basic application problems.
  • Communicate with field organization and BU.
  • Provide onsite visits to keep systems up to date and working.
  • Provide customer training for EMR&CM products.
  • Act as a technical liaison with Customer, Field organisations, Business Units and 3rd party companies.
  • Work with the BU to test hot fixes and future releases EMR&CM products.
  • Understand and keep up to date with current technology.
  • Understand and keep up to date with the technical requirements of the assigned products.
  • Execute Administrative tasks on time and to requirement.

Solution Center Call Qualifying

  • Qualify and prioritize rapidly and effectively all incoming calls, customer needs and problems.
  • Document the call according to the quality system and perform the qualification.
  • Finds, communicates and implement solutions to the customer's problems.
  • Follow up for the case done, until it is entirely solved.
  • Keep Escalation rules.
  • Keep the communication rules and deadlines.

Soft Capabilities

  • Customer Interaction: Establish and maintain contact with customers upon receiving fault reports, ensuring effective communication throughout the resolution process. Build strong relationships internally & externally.
  • Documentation: Document and report safety-related defects or risks in line with the customer feedback process. Share knowledge with peers via the knowledge articles platform.
  • Solution Communication: Explain solutions to customers team, confirm understanding, and maintain accurate documentation of accepted tickets.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

Learn more about Philips.

Discover our history.

Learn more about our commitment to diversity and inclusion.

At Philips, we are committed to creating a workplace that is inclusive and diverse. We believe that everyone deserves to be treated with respect and dignity, regardless of their background, culture, or identity.

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips.

#LI-EU

#LI-Remote

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