Job Title Technical Support leader, CT Job Description
Job Responsibilities
• Offers technical support for the complaint handling unit and contributes to the complaint review board to ensure the desired quality level of complaint feedback. • Reviews and updates knowledge articles using central knowledge repositories, authors new knowledge articles, and archives outdated ones as necessary, working under limited supervision. • Provides technical expertise for escalations and determines the required support for resolving customer problems, escalating severe issues to Leadership for awareness and support. • Conducts thorough root cause analysis post-escalations and initiates corrective actions, preventing the recurrence of similar incidents in the future. • Collaborates with the market and performance manager to develop and deliver knowledge-sharing sessions, enhancing the skills and expertise of FSE (Field Service Engineers) for faster resolution of customer issues. • Consults with cross-functional teams regarding suspected security events and develops appropriate action plans for escalated security events. • Provides crucial support for New Product Introductions (NPIs) including Field Factory Installations (FFI), First of a Kind (FOK) initiatives, and Field Monitoring Activities (FMT). • Addresses customer product inquiries via telephone, email, or chat sessions, leveraging strong interpersonal skills and in-depth technical product knowledge to provide exemplary customer-centric service. • Utilizes expertise to troubleshoot issues related to malfunctioning electro/mechanical equipment or software applications, offering informed recommendations for corrective action to ensure prompt issue resolution. Minimum required
Education
Bachelor's/ Master's Degree in Engineering, Medical, Science or equivalent. Minimum required
Experience
Minimum 2 years of experience with Bachelor's in areas such as Technical Troubleshooting, Customer Service preferably in the Healthcare Industry or equivalent OR no prior experience with Master's Degree. Preferred Skills: • Root Cause Analysis (RCA) • Troubleshooting • Escalation Management • Documentation & Reporting • Continuous Improvement • Product Repair & Maintenance • IT Networking • Regulatory
Requirements
• Engineering Fundamentals • Remote Support Tools & Techniques • Technical Acumen • Electronics Fundamentals Compensation & benefits Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is €[Min]–€[Max]. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations. This role is eligible for [bonus/incentive], with your rewards linked to [KPIs/company results]. We’ll share the full approach with you during the interview process, so you can make a clear, informed decision.
Benefits
include [key benefits]. How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. About Philips Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and 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 culture of impact with care. At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success. It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. Know Your Rights