Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.
But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.
The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.
In this role, you have the opportunity to focus on delivering excellent healthcare informatics product service support expertise to customer and being there for customers when they need us most. The Technical Support Specialist is responsible for providing service support expertise to customers, ensuring high customer satisfaction. Activities include resolution of incidents, problems and services requests raised by customers (internal or external). The role provides a conduit between its area of expertise and the cross functional teams; comprising Philips EDI (Healthcare Informatics division) as represented by the Service Desk, Solutions Group, Project Office, EDI Sales and Management.
Key Responsibilities
- Manage and maintain effective communication with customers in relation to logged service requests, with internal & external cross-functional teams.
- Effectively utilize service tools for the logging, triage, and classification of cases in line with published work instructions, leading to resolution – remotely or onsite while being open to learning about new tools and technologies that can improve service delivery.
- Monitoring of cases that have been assigned to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved while being open to learning about ways to improve SLA performance and customer satisfaction.
- Meeting project milestones and timelines for tasks/activities that have been assigned.
- Work on root cause analysis of the incident and work through escalation matrix for conclusive analysis.
- Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, SME, and other functional groups to ensure a permanent resolution to these incident types with objective to find ways to mitigate or prevent recurring issues.
- Participating in weekly rotating on-call responsibilities, providing 24/7 coverage.
- Work with a team to perform preventive maintenance.
- Continuously update knowledge and skills related to the job through formal training programs, self-study, and seeking feedback from team members and stakeholders, in order to improve job performance and provide the best service to customers.
To succeed in this role, you’ll need a customer-first attitude and the following
- Relevant degree in computer science or related technology with 5+ years hands-on experience supporting customers.
- Strong analytical and problem-solving skills with the ability to quickly learn and apply new technologies and troubleshoot complex issues.
- Excellent verbal and written communication skills with the ability to communicate technical information to non-technical stakeholders.
- Experience in incident management, problem management, and change management processes.
- Knowledge of ITIL framework and its application in service management.
- Experience in managing and supporting virtualized environments such as VMware and Hyper-V.
- Experience in administering and troubleshooting Oracle database, Windows Server, and network technologies.
- Familiarity with Radiological workflow, including DICOM, HL7 etc., is an advantage but not mandatory.
- Proven ability to work independently, take initiative, and be accountable for deliverables.
- Ability to work effectively in a team-oriented, collaborative environment.
- Awareness of security protocols, best practices, and compliance regulations.
- Experience with scripting languages such as PowerShell, batch, and Python for automation and process improvement.
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 our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
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 here.
