Job Description


In this role, you have the opportunity to

Bring in your advanced skills and make the difference in projects around the world. You design, install, configure, test, maintain and support Monitoring Analytics and Therapeutic Care (MATC) hardware and software solutions.

You are responsible for

  • Analyses 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 customer’s issues

  • Collaborates with Philips Solution Architects to assist in the solution selling process

  • Delivers customer projects that require analysis of situations and full understanding of the solution being implemented

  • Diagnoses and resolves technical hardware and software issues (remotely & on-site)

  • Escalates any technical configuration that is not consistent with technical standards

  • Instruct customers in the operation and maintenance of the Philips solution

  • Proactively suggests process and product improvements based on site experiences and IT knowledge

  • Provides regular status of installation activities to project manager, other team members, and functional manager

  • Resolves complex customer issues requiring independent judgment based on strong IT knowledge and skills

  • Works in conjunction with internal project managers, clinical application consultants, field service engineers, senior Technical Consultants, third-party entities, and customer technical

You are part of

A team of Technical Consultants, Network Engineers, Solution Architects and Data Analysts. They deliver best in class services for our customers ranging from presales, solution implementation up to go live support. We are trusted partners for all our markets and the business groups Monitoring Analytics (MA) and Therapeutic Care (TC). The Technical Services team is a small but global team consisting of special matter experts that support the international MA and TC markets end to end.

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

  • Bachelor’s degree in Electrical Engineering, Electrical Engineering Technology, Information

  • Systems Technology, Software Engineering, Computer Science or related field preferred; or two years formal education combined with appropriate high tech-related experience

  • Demonstrated knowledge and/or advanced certifications in specific areas of expertise such as:

  • Systems (Operating System, Virtualization, Database, Security, Cloud)

  • Networks (Hardwired devices, Wireless, VPN, Hardware (e.g., routers, switches, etc.), Assessment and troubleshooting)

  • Integration (HL7, API, Device data transfer. HL7 certification is desirable

  • Data Mining (Relational database, Architecting query design based on customer requirements, Query development, Scripting and Testing, Troubleshooting)

  • Previous experience working in a hospital, technical or customer service environment

  • Training / experience in troubleshooting and resolving complex technical problems

  • Excellent customer service skills and ability to effectively communicate with customer managers and technical staff on technical and business issues

  • Strong organizational, time management and planning skills

  • Fluent language skills in English

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