Remote Service Engineer

Job Title

Remote Service Engineer

Job Description

Job title:

In this role, you have the opportunity to:

• Provide support to customers on our range of Cardiovascular Informatics products.
• Analyze break/fix issues working with empathy and a sense of urgency to deliver solutions to meet customer/partner needs.
• Resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues.
• Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation.
• Resolving known technical issues.
• Maintaining a high level of technical competence on Philips’ solutions and related technologies.
• Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction.
• Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.
• Contribute to the knowledge base and create knowledge base materials.
• Logging service data required for tracking.
• Working independently with general supervision on daily work, seeking guidance as appropriate.

Your role

• Troubleshooting and facilitate the resolution of technical system and application issues.
• Managing multiple technical issues with varying severity ensuring that cases are prioritized according to severity/impact.
• Working collaboratively with customers, including system administrators, radiologists, cardiologists, clinical, administrative, and IT staff, as well as Philips teammates to resolve all customer reported issues.
• Engaging third party vendor support, as required, per standard operating procedures.
• Documenting in detail customer reported issues and corrective action taken to resolve.
• Promoting teamwork within our organization and ensuring global technical standards are met, building effective relationships with the service, deployment, and engineering teams.
• Proactively sharing knowledge, creating knowledge articles, and contributing to our problem solution database.
• Contributing to service initiatives and activities to enhance the service experience.
• Ensuring customer satisfaction as measured by our customers: knowledge of customer business operations, response time, resolution time, communication, and employee attitude.

You