Technical Support Specialist
4 weken geleden
Job Title: Technical Support Specialist
Job Description:
We are seeking a highly skilled Technical Support Specialist to join our team at Philips. As a key member of our international business support desk, you will play a vital role in the success of our organization by actively contributing to the attainment of key performance indicators (KPIs) and business goals.
Your Role:
- As an Escalation Owner, you will function as a market-oriented specialist in the respective problem domain, assuming responsibility for the management, coordination, and administration of escalations.
- You will define and streamline simple to mid-complex customer service processes, providing expertise and support to enhance existing procedures, methods, and techniques.
- Addressing simple to mid-complex issues related to customer service support activities, you will serve as a second-level expert, leading continuous improvement initiatives based on hands-on experience in customer service support.
- You will informally lead teams and contribute to the evolution of customer service support capabilities, ensuring timely and high-quality responses to customer requests, maintaining customer satisfaction.
- Organize service information for accessibility and reporting as per process requirements, acting as a technical expert on various technical packages within the business's solution for complex customer sites.
- Uphold customer satisfaction and adhere to quality, legal, and compliance standards, utilizing LEAN techniques to drive operational efficiency improvements.
- Handle escalations and collaborate with cross-functional teams to meet business objectives, participating in and supporting the objectives of the SSD team across international markets.
- Take on additional responsibilities to develop the capabilities of the SSD talent pool, collaborating with peers and senior personnel both internally and externally.
This is a remote opportunity and can be based anywhere in Europe.
You're the Right Fit If:
- You are a career-level professional with extensive experience in product/services/processes.
- Proficient in quality systems and problem-solving tools.
- Demonstrates creativity and judgment in problem-solving.
- Works independently with general guidance on new assignments.
- May coordinate the activities of junior team members.
About Philips:
We are a health technology company built around the belief that every human matters. We won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
Learn more about our commitment to diversity and inclusion.
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