Philips Clinical Applications Support Engineer- PCMS in Alpharetta, Georgia
We welcome you to join Philips as an experienced Clinical Applications Support Engineer in Alpharetta, GA. You will be responsible for providing telephone and remote clinical application support to internal and external customers within PCMS.
Provides telephone clinical application support to external and internal customers
Provide remote clinical application support for end user problems using the latest remote access technologies as appropriate
Resolves customer satisfaction issues by providing solutions to complex clinical application issues
Assist with application-related escalations
Defines and escalates customer satisfaction and product issues as appropriate
Provide on-site support in critical customer situations, as determined by their manager
Take a self-directed leadership role in the support and resolution of clinical issues
Improves customer satisfaction and company profitability by timely resolution of clinical product issues
Metrics and Business Results
Provide regular input into knowledge-based tools
Responsible for timely and accurate submission of individual scorecard results
Perform complete and accurate data entry in the databases
Utilize call center tools to monitor and ensure customers’ calls are answered timely
Manage company assets effectively including training, tools, equipment, travel and business expenditures, etc. per company policy or procedure
Provide product improvement recommendations to the PMG within department guidelines
Provide a positive, cohesive company image when discussing the company, products, and management decisions, etc. with the internal and external customer
Act as a clinical resource for the overall goals of the team
Share clinical information with peers and internal customers within department guidelines
Assess complex problems, collects data, establishes facts, helps Technical Support Engineers to define an action plan, and drive the plan to resolution
Fulfills all designated product and related training requirements (TEDs)
Takes ownership of and works with manager on development planning
Reporting to the Senior Manager, Clinical Support, you will be a part of a strong, cohesive clinical support team and will interact with healthcare customers throughout the country.
We offer you a dynamic working environment in an innovative business which offers you excellent opportunities to further develop and to fully exploit your talents. This role will be based in our Alpharetta office off the Windward Parkway exit. This job comes with a competitive salary and excellent benefits.
Bachelor of Science Degree Preferred
Must be registered and in good standing with appropriate credentialing body.
A minimum of five (5) years of clinical experience preferred.
Three (3) years of experience in a clinical phone support environment preferred.
Excellent customer service skills.
Display highly effective communication skills.
Ability to work cohesively and effectively with employees at all levels of the organization.
Knowledge of general anatomy and physiology.
Ability to handle multiple simultaneous demands and prioritizes work with minimal supervision.
Advanced knowledge of clinical applications within Ultrasound.
Excellent organizational and time management skills.
Scheduled on-call availability may be required
Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.