IT Product Support Specialist

2 weken geleden

Best, Noord-Brabant, Nederland Philips Voltijd
Job Title: IT Product Support Specialist

At Philips, we are committed to transforming cancer diagnosis and treatment with our Digital Pathology solutions. We are seeking an experienced IT Product Support Specialist to join our team and support our customers in achieving their goals.

About the Role:

This is a challenging and rewarding role that requires a strong understanding of service delivery and escalation management in a B2B environment. As an IT Product Support Specialist, you will be responsible for supporting and resolving customer escalation tickets, researching and determining root causes for issues, and maintaining knowledge management lifecycle.

Key Responsibilities:
  • Develop and deliver knowledge sharing with customer-facing teams to build skills and expertise with TSS and TC/RSE's to ensure faster resolution speed of customer issues.
  • Provide operational support towards the market TSS as part of the BIU Helpdesk to ensure timely resolution of customer issues.
  • Assess customer problems and accept formal escalation action requests.
  • Work with development resources to bring problems to a resolution ASAP.
  • Conduct root cause analysis at the conclusion of escalations and initiate corrective actions to prevent reoccurrence of issues.
  • Consult with Security Officer (SSO) when a potential security event is suspected and work with the SSO to develop appropriate action plans for escalations designated as security events.
  • Provide NPI support such as Field Factory Installations (FFI), First Of a Kind (FOK) and Field Monitoring Activities (FMT).
  • Monitor the Installed base and improvement initiatives. Support development and implementation of strategies and initiatives to meet business performance targets.
  • Provide technical support for complaint handling unit (CHU) and be part of the complaint review board to ensure the desired quality level of complaint feedback.
  • Review newly created or updated knowledge articles on content and ensure correctness of the knowledge article.
  • Author new knowledge articles and archive them.
  • Keep self updated with latest technologies and upskill to manage cloud solutions /Enterprise solutions.
Requirements:
  • Significant experience in business, technical, and clinical domains with a strong understanding of service delivery and escalation management in a B2B environment.
  • Experience of working with IT solutions like Application software, Operating systems (Windows server, Linux/Unix), SSO, Migrations, Security, Data management policies.
  • Proficient in knowledge management, escalation management, and providing technical support.
  • Excellent problem-solving, communication, and customer-facing skills.
  • Bachelor's degree in a relevant field such as engineering or healthcare (Preference for IT education).
  • Ability to manage cloud and enterprise solutions, stay updated with the latest technologies, and drive business improvement initiatives effectively.
About Philips:

We are a health technology company that believes every human matters. We are committed to providing quality healthcare to everyone, everywhere. If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips.

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