Remote Support Engineer (m/w/d) – CVI, L1 DACH / EU

at  Philips

JOB DESCRIPTION

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 plays a vital role in 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 filled remotely from any EU country.

TECHNICAL SKILLS

• DICOM HL7 T-SQL Scripting languages like powershell.
• Prior technical work on ISCV / XPER / IBE will be an added advantage
• Fluency in the German language is highly preferred.

• Provide support to over 200 customers on our range of our Patient Care / Cardiology Informatics products in the assigned geographical region
• Analyse break/fix issues working with empathy and a sense of urgency to deliver solutions to meet customer/partner needs.
• Resolution of technical service issues according to standard processes and procedures and specialised 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.
• Resolving known technical issues.
• Maintaining a high level of technical competence on Philips solutions and related technologies and growing own knowledge rapidly.
• 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.
• Logging service data required for tracking.
• Working independently with general supervision on daily work, seeking guidance as appropriate.