Product Support Specialist
2 maanden geleden
Job Title
Product Support Specialist
Job Description
One sentence description of role:
Responsible for supporting and resolving B2B customer escalation (Software and IT) tickets during the installation or during the Lifecycle of the Digital pathology solutions. Researching and determining Root causes for issues and maintain Knowledge management lifecycle
Your role:
Team Support & Development
Develops and delivers knowledge sharing together with the customer facing teams to build skills and expertise with the TSS and TC/RSE's to ensure a faster resolution speed of customer issues Provides operational support towards the market TSS as part of the BIU Helpdesk to ensure a timely resolution of customer issuesEscalation Management
Assesses the customer problem and accepts formal escalation action requests Works with development resources if necessary to bring the problem to a resolution ASAP Conducts root cause analysis at the conclusion of escalations and initiates corrective actions to prevent reoccurrence of issues.Safety & Security Management:
Consults with Security Officer (SSO) when a potential security event is suspected and works with the SSO to develop appropriate action plans for escalations designated as security events.Drives successful NPIs
Provides NPI support such as Field Factory Installations (FFI), First Of a Kind (FOK) and Field Monitoring Activities (FMT)Business Improvement
Using Proactive monitoring monitors the Installed base and improvement initiatives. Support development and implementation of strategies and initiatives to meet business performance targets. Provides technical support for complaint handling unit (CHU) and is part of the complaint review board to ensure the desired quality level of complaint feedback.Knowledge Management
Review newly created or updated knowledge articles on content and ensure correctness of the knowledge article Author new knowledge articles and archive them Keeps self updated with latest technologies and upskills one to be able to manage cloud solutions /Enterprise solutions
By joining this business, you will be supporting our customers in transforming cancer diagnosis and treatment with our Digital Pathology solutions. You will be part of a very engaged team of professionals who work very cohesively to grow our business while meeting our customers and patient needs.
You're the right fit if:
1. Experience : You have 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 will be preferred.
2. Skills : Proficient in knowledge management, escalation management, and providing technical support. Excellent problem-solving, communication, and customer-facing skills.
3. Education : Bachelor’s degree in a relevant field such as engineering or healthcare (Preference for IT education).
4. Anything else : 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. We built our entire company around the belief that every human matters, and 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.
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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. Learn more about our commitment to diversity and inclusion .
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