Technical Support Specialist CT/AMI

Job Title

Job Description

Job summary:
The position will act as the Escalation Owner and is a market-based resource with expertise in the problem area and responsible for escalation management, coordination and administration. Provides guidance and training to the service organization as a technical expert on the area of expertise. Shares knowledge with service organization and helps to keep knowledge base up to date.

Your role:

• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.

• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.

• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.

• Documents customer information and recurring technical issues to support product quality programs and product development.

• Provides leadership team with reports of customer sites requiring intervention to address issues caused by customer misuse, abuse, or site conditions.

• Supporting New Product Introduction / FOK for the assigned BG/Product, overseeing installations by FSEs both on site and remotely.

• Information is shared with BG/Product team bi- directional including all NPI stakeholders.

• Receives assignments in the form of objectives with goals and the process by which to meet goals.

• Provides direction to employees according to established policies and management guidance.

• Administers company policies that directly affect subordinate employees.

• Recommends changes to unit or sub-unit policies.

• Management reviews work to measure meeting of objectives

• Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

You're the right fit if:

• Strong in conducting root cause analysis and developing action plan.

• Bachelor's degree in technical engineering, medical physicians, or experience equivalent.

• Technical professionals who have 3 years or more advanced experience in healthcare industry beyond entry level expertise.

• Has working knowledge of CT Scan products and services.

• Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

About Philips
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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.