Advanced Technical Service Support Specialist

1 month ago

Sydney, New South Wales, Australia Philips Full time

Job Title

Advanced Technical Service Support Specialist

Job Description

Philips is a leading global healthcare company striving to improve the lives of millions through innovative healthcare solutions.

Your opportunity:

We seek a highly skilled Advanced Technical Service Support Specialist to join our team, specializing in Image Guided Therapy, Cath Lab or C-Arm Systems. This role focuses on delivering exceptional technical service support to our customers, ensuring a seamless experience.

As an Advanced Technical Service Support Specialist, you will engage with customers to provide technical assistance, resolving issues efficiently and effectively. You will work closely with our Technical Support, Technology, Service, and Commercial teams to remove barriers and deliver a consistent, exceptional customer experience.

Your key responsibilities will be:

  • Manage inbound calls from customers, remotely accessing systems to provide initial remote diagnosis for our IGT systems and devices
  • Create cases for customer calls, verifying contract entitlements
  • Proactively monitor systems to achieve zero downtime
  • Where a remote diagnosis is not possible, book a time slot for an engineer to attend site, and if required, order the appropriate parts for a first-time fix
  • Ability to provide efficient confirmation of parts availability, process part orders, and provide field engineers with timely updates on parts delivery
  • Ensure both internal and external customers are informed of next steps and any delays that may impact the job
  • Escalate technical issues when required and support field engineers with technical knowledge during handover
  • Identify opportunities to improve customer experience
  • Demonstrate agility to support cross-functionally across teams as required to ensure customers receive a consistent positive customer experience

You will bring:

  • Relevant degree in Biomedical and/or engineering with previous experience within 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 to deliver the best experience possible
  • Savvy IT skills and experience with Microsoft products
  • Proactive ownership of problems through to completion (end-to-end ownership of cases)
  • 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 dedicated to creating a healthier society through innovative, customer-first health technology solutions. Help us improve the health and well-being of millions, every year.

Visit our careers website to explore what it's like working at Philips, read stories from our employee blog, and find information about our recruitment process and answers to frequently asked questions.

Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran, or disability status.

We're living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds to apply.

Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.

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