Technical Support Specialist

4 weeks ago

Singapore Philips Full time

Job Title

Technical Support Specialist - Healthcare Informatics

Job Description

At Philips, we are committed to improving the health and well-being of billions of people worldwide. As a Technical Support Specialist - Healthcare Informatics, you will play a critical role in delivering excellent product service support expertise to our customers.

Key Responsibilities:

  • Manage and maintain effective communication with customers in relation to logged service requests.
  • Manage effective communication with internal and external cross-functional teams.
  • Effectively utilize service tools for the logging, triage, and classification of cases in line with published work instructions, leading to resolution – remotely or onsite.
  • Monitor cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
  • Negotiate and prioritize case load with the Service Delivery Manager and/or the support team members.
  • Work on root cause analysis of the incident when needed and work with Problem management team or Subject Matter Expert for further analysis.
  • Undertake analysis of cases to identify recurring incidents and liaise with Incident management, Problem management, and other functional groups to ensure permanent resolution to these incident types.
  • Participate in weekly rotating on-call responsibilities, providing 24/7 coverage.
  • Work with the team to perform preventive maintenance.
  • Participate and contribute in cross-functional teams as an active team member.
  • Scope, design, build, deploy, and/or integrate solutions.
  • Analyze the unique business, technical, and clinical customer requirements to design, build, and/or integrate the most appropriate solution.
  • Based on customer requirements, serve as a consultant to provide technical recommendations that best suit the environment.
  • Document solutions to ensure support teams and other consultants can participate in support and onward development.
  • Practice strong configuration management and version control.
  • Execute activities as described in the Philips Excellence Process Framework.
  • Manage and maintain effective communication with customers in relation to logged service requests and project deployment.
  • Mentor and train customers to maintain their systems.
  • Be a customer advocate and leverage insights to drive product decisions.
  • Participate and contribute in cross-functional teams as an active team member. Contribute to the collective learning of Philips, seeking to share knowledge globally; assess and share repeatable processes that can be leveraged across multiple projects.
  • Manage effective communication with internal and external cross-functional teams.
  • Effectively utilize service and project management tools for the logging, triage, and classification of cases and time worked against a project in line with published work instructions, leading to resolution – remotely or onsite.
  • Resolve technical issues and offer proactive technical support.
  • Monitor cases that have been assigned to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
  • Meet project milestones and timelines for tasks/activities that have been assigned.
  • Negotiate and prioritize, timelines, case load with various internal stakeholders and/or the support teams.
  • Work on root cause analysis of the incident when needed and work with Problem management team for further analysis.
  • Undertake analysis of cases to identify recurring incidents that could be potentially due to quality of deployment during the project phase and liaise with Incident management, Problem management, and other functional groups to ensure permanent resolution to these incident types.
  • Participate in project deployment and associated activities which may require working beyond business hours.
  • Work with the technical support team to optimize existing install bases with learnings from deployments.

To succeed in this role, you'll need a customer-first attitude and the following:

  • Relevant degree in computer science or related technology with 3+ years hands-on experience supporting different customers.
  • Windows Server Administration experience highly required.
  • Knowledge of Oracle database, VMware, Hyper-V, Windows Server application, and network technologies preferred.
  • Awareness of or familiarity with Radiological workflow, including DICOM, HL7, etc., not mandatory.
  • Proven proactive, self-starter with the ability to assess complicated scenarios, determine action required, and engage appropriately to resolution.
  • Proven ability to solve problems systematically and effectively, ensuring high customer satisfaction.
  • Self-driven, independent, humble, and team-spirited with learning aptitude.
  • Exhibits leadership through personal responsibility, accountability, and teamwork.
  • Able to write client-side scripts like PowerShell, batch, etc.

How we work at Philips

We believe in direct interactions and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation. While we have many different types of roles across Philips, most require a combination of in-person collaboration with colleagues and partners, usually at a Philips location, and individual focus time, which can be done remotely.

Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

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