Job Title
Remote Service Engineer

Job Description

EffectiveTuesday,January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*. Employees may request a reasonable accommodation.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.You may contact888-367-7223, option 5, for assistance.

*Montana employees are currently excluded from this requirement at this time.

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 make life better

Looking at the challenges the world is facing today Philips' purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you'll be working towards creating a better and fairer future for all.

You are responsible for

• Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
• Work through 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
• Log all service data required for tracking
• Maintain a high level of technical competence on Philips solutions and related technologies
• May act as subject matter expert on specific product group(s)
• 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
• Works directly with customers in the timely and accurate resolution of standard and complex technical support problems, questions and other technical issues.

You are a part of

You will be part of a highly skilled Healthcare Informatics Solutions and Services team responsible for overall success of Philips customers utilizing our suite of medical imaging products. The Software Technical Support Level 1 will be responsible for delivering excellent customer care and being there for customers when they need us the most. The SW Technical Support Engineer engages customers across the globe through our online resources and communities, social outreach, and 1:1 care. You will represent the voice of the consumer and work closely with cross-functional partners across Philips to make our products and policies better. The SW Technical Support Engineer is passionate about focusing on the consumer and helping them get the most out of Philips. You will represent Philips and delights our customers.

To succeed in this role, you should have the following skills and experience

• Relevant degree in Computer Science or related technology with 3+ years in a customer support environment
• ITIL Foundation certification preferred
• Requires highly effective communication skills, both verbal and written.
• Proven ability to write technical articles outlining problems, resolution and troubleshooting steps
• 2+ years working experience with Philips products and/or technology is preferred.

In return, we offer you

The ability to make a positive influence and change in someone's quality of life.

How we work at Philips

There are three core ways that define our ways of working - embracing flexibility, being at our best, and impactful collaboration. We believe this enables us to deliver an outstanding experience to our customers and create the best place to work for people who share our passion.

We know just how important direct interactions are and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation. While we have many different types of roles across Philips most require a combination of in-person collaboration with colleagues and partners, usually at a Philips location, and individual focus time, which can be done remotely.

Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it's like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation 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.

Equal Employment and Opportunity Employer/Disabled/Veteran

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