Philips Technical Support Engineer - L2 in United States of America - Home Based, Massachusetts
In this role, you have the opportunity to
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.
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
Provide world class customer service while Work with customers, development teams or level 1 support teams to resolve product issues
Advise and coach level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration performing and documenting this knowledge
Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality
As applicable, serve as final point of escalation within Technical Support model, acting as an important interface between the customer and Engineering
You are a part of
Connecting patients, practitioners, and process with innovative technology, we help radiology and cardiology departments transform their care practice to improve diagnostics, workflow, patient care and financial outcomes. Our aim is to help our customers meet their goals for a positive impact to patients and their bottom line.
To succeed in this role, you should have the following skills and experience
5+ years supporting one or more Philips solution and/or technology required
2+ years working experience with Philips products and/or technology is preferred.
Demonstrated effectiveness of exhibiting leadership through personal responsibility, accountability and teamwork
Proven proactive, self-starter with ability to assess complicated scenarios, determine action required, and engage appropriately to resolution
Proven ability to write technical articles outlining problems, resolution and troubleshooting steps.
ITIL Foundation certification and Proven ability to write technical articles outlining problems, resolution and troubleshooting steps
Bachelor's degree (BA / BS) in Business, Computer Science, Information Systems or related field preferred or equivalent experience with at least 10 years of experience
Firm background in DICOM and HL7
Understanding of network configuration (DNS, VPN, IP Proxy, TCPIP, load balancers)
Expertise with Windows systems administration (Win 2000, 2003, 2008, 2012, XP, WIN7)
Strong background in SQL (2000 through 2014)
Advanced Windows troubleshooting
Requires highly effective communication skills, both verbal and written.
Experience with information and application security including public key encryption, SSH, access credentials, and X.509 certificates.
Experience using and troubleshooting the following Technologies/Protocols:
Microsoft SQL Server 2000 / 2005 /2008
Server Operating Systems: / 2008
Experience applying the following skill sets:
SQL Query / Report Creation
Power Shell Scripting
Visual Basic Scripting
Batch File Scripting
MS Windows Server Installation / Operating system installation
In return, we offer you
Take your technical skills to the next level working on diverse and complex technical challenges in a dynamic and fast paced environment. You will have a unique opportunity to broaden your technical knowledge and problem solving skills while being at the forefront of healthcare innovation working on our advanced healthcare medical imaging platform.
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 improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .
Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.
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.