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Job Title
Remote Support Engineer (m/w/d)
Overview
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 contributes to 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 the role can be performed from any EU country where it is possible to work from a Philips office.
Responsibilities
* Provide support to over 200 customers on our range of Patient Care / Cardiology Informatics products in the assigned geographical region
* Analyse break/fix issues with empathy and urgency to deliver solutions that meet customer/partner needs
* Resolve technical service issues according to standard processes and procedures with a specialised understanding of complex product issues
* Ensure all critical cases or highly complex situations are transferred quickly to the appropriate senior staff for immediate attention and proper escalation
* Resolve known technical issues
* Maintain a high level of technical competence on Philips solutions and related technologies and grow own knowledge rapidly
* Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction
* Share best practices, knowledge and learning with the team and the global support community
* Contribute to the knowledge base and create knowledge base materials
* Log service data required for tracking
* Work independently with general supervision on daily work, seeking guidance as appropriate
You are the right fit if
* Previous experience of working directly with customers in a support environment
* Software support experience
* Good technical and analytical skills with strong, confident communication
* A pleasant and cordial demeanour; ability to work independently and as part of a team to ensure a high level of service
* Relevant degree or equivalent in computer science or related technology
* Previous experience/knowledge of working with databases / Microsoft SQL Server
* ITIL Foundation certification
* Proven ability to write technical articles outlining problems, resolution and troubleshooting steps
* Fluent German language skills
Technical Skills
* DICOM HL7 T-SQL; scripting languages like PowerShell
* Prior technical work on ISCV / XPER / IBE is an added advantage
* Fluency in the German language is highly preferred
Location and seniority
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Hospitals and Health Care
Compensation (Austria)
The minimum annual salary according to the Austrian Collective Agreement is €59,015.46 gross with the willingness to overpay. The actual annual target salary is in line with the market and will be determined depending on your qualifications and experience.
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.
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