Technical Service Specialist

3 weeks ago

Sydney, New South Wales, Australia Philips Full time

Job Overview:


We are seeking a skilled Technical Service Specialist to join our team, specializing in Image Guided Therapy. This role involves delivering advanced technical service support to our customers, creating exceptional experiences through first-line technical support and problem resolution.



About the Role:


This position is focused on providing proactive ownership of problems through to completion, ensuring both internal and external customers receive a consistent positive experience. You will work collaboratively with cross-functional teams to remove barriers and facilitate an exceptional customer experience.



Your Key Responsibilities Will Be:



  • Managing inbound calls from customers, remotely accessing systems, and providing initial remote diagnosis for IGT systems and devices
  • Creating cases for customer calls, verifying contract entitlements
  • Proactively monitoring systems to achieve zero downtime
  • Booking time slots for engineers to attend site and ordering parts as required to achieve a first-time fix
  • Providing efficient confirmation of parts availability, processing part orders, and updating field engineers on parts delivery
  • Ensuring customers are informed of next steps and any delays impacting the job
  • Escalating technical issues and supporting field engineers with technical knowledge during handover
  • Identifying opportunities to improve customer experience
  • Demonstrating agility to support cross-functionally across teams to ensure customers receive a consistent positive experience


You Will Bring:



  • A relevant degree in Biomedical and/or Engineering with previous experience in medical devices highly regarded
  • Previous experience in maintenance and troubleshooting of technically complex systems in Image Guided Therapy, Cath Lab, or C-Arm Systems with prior field experience required
  • Integrity and commitment to customer service with strong communication skills
  • Savvy IT skills and experience with Microsoft products
  • Ability to work under pressure and with attention to detail
  • Understanding of the importance of service record quality


About Philips:


We are a health technology company driven by the belief that every human matters. Our mission is to create a healthier society through innovative, customer-first health technology solutions.



Why Work at Philips?


At Philips, you'll have the opportunity to make a meaningful impact on people's lives. We offer a dynamic work environment, challenging projects, and a competitive salary ranging from $90,000 to over $140,000 annually, depending on experience, location, and qualifications.

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