Remote Service Engineer

JOB DESCRIPTION

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're the right fit if:

Relevant degree or equivalent in computer science or related technology.

Previous experience/knowledge of working with databases / Microsoft SQL Server.

Previous experience/knowledge of working with Microsoft Windows Servers.

Knowledge in system integration/installation and networking as also cardiology workflow integration, including the communication standards used in the industry (XML, HL7, DICOM, IHE)

Scripting languages knowledge is preferred ( e.g. PowerShell )

Willingness to travel up to 10%.

Strong communications skills - written and oral

Strong team player/collaborator

Demonstrate strong customer relations skills.

Ability to inspire confidence and communication with customers from varying degrees of technical ability in a professional manner.

Self-motivated and able to work autonomously.

Strong analytical capabilities.

Ability to work effectively under pressure.

Fluency in Swedish, Danish and/or Finnish

About Philips
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If you’re 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. Learn more about our commitment to diversity and inclusion .