Job Title
Remote Support Engineer – CVI, L1 DACH / EU (m/w/d)
Job Description
The Remote Support Engineer focuses on delivering excellent customer care and being there for customers when they need us most. You will engage customers across the globe through our online resources, communities, social outreach, and 1:1 care. This role represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better. You will be passionate about focusing on the consumer and helping them get the most out of Philips.
This role plays a vital role in the success of the DACH / EU support desk by actively contributing to the attainment of key performance indicators (KPIs) and business goals.
The preferred location for the role is Eindhoven or Vienna, but it can be performed from any EU country where it is possible to work from a Philips office.
Your role
1. Provide support to over 200 customers on our range of Patient Care / Cardiology Informatics products in the assigned geographical region.
2. Analyze break/fix issues with empathy and urgency to deliver solutions that meet customer/partner needs.
3. Resolve technical service issues according to standard processes and procedures, with specialized understanding of complex product issues.
4. Ensure critical cases or highly complex situations are promptly escalated to senior staff for immediate attention.
5. Resolve known technical issues.
6. Maintain high technical competence on Philips solutions and related technologies, growing your knowledge rapidly.
7. Ensure all customers receive prompt and courteous support to maximize customer satisfaction.
8. Share best practices, knowledge, and learning with the team and global support community.
9. Contribute to and create knowledge base materials.
10. Log service data for tracking purposes.
11. Work independently with general supervision, seeking guidance as needed.
For applicants from Austria:
The minimum annual salary according to the Austrian Collective Agreement is €59,015.46 gross, with willingness to overpay. The actual salary will depend on qualifications and experience.
You are the right fit if:
1. Previous experience working directly with customers in support.
2. Software support experience.
3. Good technical and analytical skills; confident communication skills.
4. A pleasant and cordial demeanor; ability to work independently and in a team.
5. Degree or equivalent in computer science or related field.
6. Experience with databases / Microsoft SQL Server.
7. ITIL Foundation certification.
8. Ability to write technical articles outlining problems and resolutions.
Technical Skills
1. DICOM, HL7, T-SQL, scripting languages like PowerShell.
2. Experience with ISCV / XPER / IBE is an advantage.
3. Fluency in German is highly preferred.
About Philips
We are a health technology company committed to accessible quality healthcare for all. Do the work of your life to help others.
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If interested and you meet many, but not all, of the requirements, we encourage you to apply. We value diversity and inclusion here.
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