Customer Support Specialist

3 weeks ago

Sydney, New South Wales, Australia Philips Full time

Job Title

Customer Support Specialist

Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.

Your challenge

A great opportunity awaits for a customer-oriented engineer to become part of our team based in Central West NSW, responsible for servicing Lithgow through to Dubbo regions with the occasional coverage across NSW as required. Ideally, you will be based in either Orange, Bathurst or Mudgee and you will be covering multi modalities across Philips such as Medical Imaging, HPM and Ultrasound portfolios. This is a critical customer-facing role with responsibilities of maintaining and developing robust customer relationships and providing expert technical advice on maintenance, installation, and servicing of our medical equipment (software & hardware) in line with our regulations and policies.

Responsibilities include:

  • Working collaboratively with the wider organisation to provide exceptional service to our customers. Services include corrective & preventative maintenance, commissioning & installation of equipment and software & hardware upgrades.
  • Actively participating in the sales process and providing expert technical support throughout the entire life cycle of our customer relationships (from pre-sales through to implementation and post-sales support).
  • Taking a lead in managing and supporting technical escalations through to resolution ensuring all stakeholders are continually updated on progress according to the company process.
  • Providing best-in-class service to our customers with technical support, maintenance, and repairs on equipment by determining the most cost-effective repair/solution to minimize customer downtime.
  • Maintaining a high level of knowledge through continual training and development and keeping up to date of new technologies relevant to your area of focus and take on new technology.
  • Be able to work reasonable additional hours outside business hours at such times as are necessary to efficiently and effectively carry out the job role as defined by Philips from time to time due to the criticality of the equipment, this will include on call support.

You will have:

  • Previous experience in customer-facing service engineering roles. While familiarity with medical equipment like Xray, CT, HPM and Ultrasound is desirable, candidates from various industries are welcome.
  • A degree-level education or equivalent experience in Electronics, Electrical Engineering, Biomedical Engineering, or experience as an Engineer in the Australian Defense Force specializing in Communications Electronics, RADAR, Instrumentation or Avionics.
  • Strong IT skills, and the ability to work in a fast-paced environment
  • You will also need to hold a full AU drivers license and already have Australian working rights.
  • Please note: Police checks will be required during the onboarding process

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

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