Technical Support Expert

3 days ago

Petaling Jaya, Selangor, Malaysia Philips Iberica SAU Full time
About Us

Philips is a global leader in health technology, driven by a commitment to improve the lives of billions worldwide. Our mission is to create a healthier and more sustainable world through innovation.

Our company culture is built around a strong sense of purpose and a relentless drive to deliver exceptional customer experiences. This fuels our passion for creating meaningful solutions that make a real difference when it matters most.

We're not just about what we do, but who we are. We're 80,000 unique individuals with one common goal: to create a better tomorrow.

In this role, you'll have the opportunity to join our team and contribute to our mission. You'll be part of a diverse and dynamic team that's passionate about delivering exceptional results and making a positive impact.

Key Responsibilities:

  • You'll be responsible for providing top-notch service support expertise to our customers, ensuring high satisfaction levels.
  • Key activities include resolving incidents, problems, and service requests raised by customers (internal or external).
  • You'll serve as a conduit between our area of expertise and cross-functional teams, comprising Philips EDI (Healthcare Informatics division), Service Desk, Solutions Group, Project Office, EDI Sales, and Management.
  • You'll effectively manage and maintain communication with customers regarding logged service requests.
  • You'll utilize service tools for logging, triage, and classification of cases in line with published work instructions, leading to resolution - remotely or onsite.
  • You'll monitor cases to ensure SLAs are met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
  • You'll negotiate and prioritize case load with the Service Delivery Manager and/or the support team members.
  • You'll conduct root cause analysis of incidents when needed and collaborate with Problem management team or Subject Matter Expert for further analysis.
  • You'll analyze cases to identify recurring incidents and liaise with Incident management, Problem management, and other functional groups to ensure permanent resolution to these incident types.
  • You'll participate in weekly rotating on-call responsibilities, providing 24/7 coverage.
  • You'll collaborate with the team to perform preventive maintenance.
  • You'll participate and contribute in cross-functional teams as an active team member.
  • You'll scope, design, build, deploy, and/or integrate solutions.
  • You'll fulfill software implementation deliverables such as detailed design documentation, system build, configuration, and testing.
  • You'll analyze unique business, technical, and clinical customer requirements to design, build, and/or integrate the most appropriate solution.
  • You'll document solutions to ensure support teams and other consultants can participate in support and onward development.
  • You'll prioritize strong configuration management and version control.
  • You'll execute activities as described in the Philips Excellence Process Framework.
  • You'll mentor and train customers to maintain their systems.
  • You'll act as a customer advocate and leverage insights to drive product decisions.
  • You'll contribute to collective learning at Philips, seeking to share knowledge globally; assess and share repeatable processes that can be leveraged across multiple projects.
  • You'll resolve technical issues and offer proactive technical support.
  • You'll monitor assigned cases to ensure SLAs are met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
  • You'll meet project milestones and timelines for tasks/activities assigned.
  • You'll negotiate and prioritize timelines and case load with various internal stakeholders and/or support teams.
  • You'll conduct root cause analysis of incidents when needed and collaborate with Problem management team for further analysis.
  • You'll analyze cases to identify recurring incidents that could be potentially due to quality of deployment during the project phase and liaise with Incident management, Problem management, and other functional groups to ensure permanent resolution to these incident types.
  • You'll participate in project deployment and associated activities which may require working beyond business hours.
  • You'll collaborate with the technical support team to optimize existing install bases with learnings from deployments.

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