Philips Technical Support Engineer 5 in Home Worker, Massachusetts
Technical Support Engineer – Philips Intellispace Portal
As Technical Support Engineer you will deliver world class service to support Philips customers throughout the solution lifecycle, including the implementation and service processes. The Imaging Clinical Applications and Platform (ICAP) Technical Support Engineer will be required to supply remote and onsite support during implementation and service events dependent upon the complexity of the situation. This role is designed to support software applications on Philips and customer hardware requiring the person in this role to have a working knowledge of the latest computer hardware, networking solutions, and operating systems to serve as an expert to IT departments and end users. This position requires 60-70% travel.
Acts as a Philips Representative in response to customer inquiries and communicates information as appropriate
Provide a positive, cohesive company image when discussing the company, products, and management decisions, etc. with customers and field partners
Personally own the customer support experience as a resource to the goals of the team
Takes ownership of, and works with manager on development planning
Exceed customer expectations throughout the entire solution lifecycle
Provide leadership and guidance to junior Technical Support Engineer’s to begin developing the ability to manage complex problem resolution that may involve multiple Philips products.
Responsible for physical installation of solution including configuration, validation, and administrative instruction
Responsible for interfacing and configuring IT solutions across multiple modalities, depending upon training, knowledge and experience
Escalation ownership and management – Manages all assigned escalations – takes a leadership role in the resolution of technical and product problems and communicates that plan to key team members. This may include onsite escalation management and operational reviews
Identify and fulfill all designated product and related training requirements
Support BETA and first-of-kind (FOK) installations in the field
Establish and maintain working relationships with Business Units as assigned by Modality Performance Manager and Service Manager
Assist Management with evaluation and training of team and makes recommendations regarding formal technical and non-technical training requirements.
Provide input to manager in support of initiatives to drive revenue within respective business and solutions center
Responsible for customer satisfaction to modality targets Diagnostic
Provides phone and on-site support (when required) to both Customers and the Field Service Engineer Organization, to resolve complex technical problems and product issues
Resolves service events by use of remote resources via the Philips Remote Services platform
Analyze complex problems, collect data, establish facts and draw valid conclusions to define an action plan and drive to resolution.
Takes ownership of resolving the assigned technical issues using Philips resources (KNOVA/MDC/BU) as required.
Takes a self-directed leadership role in the support and resolution of technical issues
Demonstrates knowledge and skill by successfully completing assignments in a timely manner.
Implements best practices and process improvements - uses tools to share information globally
Supply timely feedback to Modality Performance Manager on current diagnostic capabilities and make recommendations for additional tools needed for support
Works with appropriate resources during the New Product Introduction process to evaluate tools being developed by the engineering team We are looking for
Bachelor’s degree or equivalent experience required, 4 year technical degree preferred in one of the following disciplines: Computer Science, IT, Electrical Engineering, Electrical Engineering Technology or other relevant discipline
5+ years related experience (i.e. technical support)
Knowledge of network diagnosis and troubleshooting
Knowledge of network security (Firewalls, VPN and etc.)
Experienced in DICOM configuration and troubleshooting
Advanced DICOM training (HL7) or equivalent experience required
Advanced knowledge of Microsoft Windows 7, Server 2008, and 2013
MCSA or MCITP (MS Certified IT Professional) in Windows Server 2008 and/or 2013 preferred
Experience with virtual networks (configuration and support)
Over 5 yrs experience with server and desktop support
Experience with PACS servers – client/server configuration
Knowledge of virtualization and hardware scalability and availability
Capability to excel in a high performing team environment
Establishes and maintains effective relationships with customers and gains their trust and respect
Ability to demonstrate ownership of customer issues
Ability to lead, organize, present, and conduct customer operational reviews
Knowledge of assigned products through ongoing training and development
Problem solving skills and resourcefulness
Experience servicing and / or supporting of Medical or IT equipment
Must demonstrate experience in one or more of the specified IS modalities
Demonstrates electrical/mechanical aptitude
Shift work may be required
Scheduled on-call availability required via phone or pager
Varying travel required as directed by modality manager (varies from 60 - 70%)
Ability to ascertain situational urgency and create appropriate solutions
Able to diagnose problems, apply effective solutions and determine follow up actions with minimum direction.
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.