Job Description
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 its not just what we do, its 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. Its 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. Thats 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 be responsible for defined procedures and methodologies to install, configure, test, maintain and support hardware and software solutions, including problem identification, system architecture definition / specification, implementation, basic integration, validation and verification testing, customer education, solution activation, and system restoration.
You are responsible for
- Serves as the technical resource for implementing solutions that require analysis of situations or data, and an in-depth knowledge of the solution.
- Prepares site assessments.
- Provides technical review of system configurations to ensure viability of system performance.
- Prepares as-built drawings to document work completed during project or particular job.
- Resolves complex customer issues requiring independent judgment based on strong IT knowledge and skills.
- Provides remote and on-site technical support to installed customer base.
- Instructs customers in the operation and maintenance of the Philips solution.
- Performs regular maintenance, completes required technical modifications, and conducts troubleshooting and repair to remedy issues.
- Escalates any technical configuration that is not consistent with technical standards.
- Proactively suggests process and product improvements based on site experiences and IT knowledge.
- Demonstrates skills of an IT professional with an in-depth understanding of the Philips' Product(s), IT industry practices and company policies and procedures.
- Delivers customer projects that require analysis of situations and full understanding of the solution being implemented.
- Normally receives little instruction on day-to-day work, works independently, and should be able to take the lead role in most customer engagements.
- Exercises independent judgment to adapt to typical variances in the customer environment for obtaining effective results.
- Properly completes assigned project activities with responsibility for results within project work estimates and defined delivery methods.
- Works in conjunction with internal project managers, clinical application consultants, field service engineers, senior Technical Consultants, third-party entities, and customer technical lead.
- Provides regular status of installation activities to project manager, other team members, and functional manager.
- Collaborates with Philips Solution Architects to assist in the solution selling process.
- Diagnoses and resolves technical hardware and software issues (remotely & on-site).
- Analyzes reported problems via Remote Service functionality and/or direct contact with the site and collaborates with the Customer Care Solutions Center support engineer to identify, analyze and develop a resolution plan and take the actions required to resolve a customers issues. Resolution plans which exceed the individuals skill or experience level are escalated to the next support level. Regular updates regarding the status of the repair activity are communicated to the customer and Philips management.
To succeed in this role, you should have the following skills and experience.
- College graduate degree level or equivalent desired in Clinical or Electrical or Computing Systems Engineering. Biomedical Engineer preferred.
- Patient Monitoring equipment exposure would be a big advantage.
- Excellent PC skills (e.g. experience with Microsoft Windows and Office software applications) including basic level networking skills.
- A minimum of 2-3 years within an engineering, medical or science related environment required.
- Minimum 1-2 years prior experience in customer facing role.
- The candidate must be willing to attend oversees equipment training when required.
- The candidate must be willing to travel on occasional basis for support in other regions.
- Strong Customer focus
- Capacity to listen and communicate in a clear and effective manner.
- Problem solving/troubleshooting mind-set.
- Strong team player
How we work at Philips
Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home for our hybrid roles.Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.
Our hybrid working model is defined in 3 ways:We believe in the importance of impactful collaboration: There's a certain energy when everyones in the same room that can heighten idea generation and creative friction needed for problem-solving.We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isnt office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.
Why should you join Philips?Working at Philips is more than a job. Its a calling to create a healthier society through meaningful work, focused on improving 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.To find out more about what its like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
