Job Information
Philips Remote Support Engineer in New Zealand - Remote Based, New Zealand
Remote Service Engineer
Based out of: Any part of New Zealand (Candidates from Australia can be considered as well)
Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems. With nearly 40,000 employees working in 100 countries, we are committed to helping create meaningful moments of care, whether in the hospital room, the living room or the boardroom.
Being a part of Philips Healthcare means having an opportunity to drive your career in an organisation where there is an incredible diversity of function, skill and geography. We are a fascinating business to be a part of, a global leader in our chosen fields with a strong emphasis on creating impact through meaningful innovation.
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.
Your opportunity:
We have an opportunity for a Remote Service Engineer to join our NSW team.
Reporting to the EDI Service Operations Manager, this position is focused on delivering advanced technical service support expertise to our customers, creating experience without equal every day.
As a Remote Service Engineer, you will thrive in providing high touch interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right approach.
You will work collaboratively with Technical Support, Technology and District Service teams to remove barriers and facilitate an exceptional and consistent experience to our customers.
Your key main responsibility will be:
Responsible for answering customer calls and documenting all technical and non-technical details in company CRM that provides as a record of actions taken to resolve issues.Restoring service to degraded systems as quickly as possible by diagnosing and troubleshooting technical issues.
Analyze high priority issues like application down/degraded and quickly work with specialty teams to recover the systems to ensure minimal downtimes.
High and effective levels of communication with our customers and internal stakeholders.Monitor alerts generated by the system and taking the appropriate actions to resolve the alerts.
Document technical knowledge
Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job
Escalate technical issues when required as well as support field engineers with technical knowledge whilst performing handover
To succeed in this role, you’ll need a customer-first attitude and the following:
Minimum 3 years’ experience in a similar role (Healthcare IT support would be beneficial)Experience in troubleshooting software systems and hardware
High levels of communication both verbally and writtenAbility to work remotely and part of a dynamic team
Strong knowledge on PACS (Picture Archival Communication System) in Hospital environment
Area of Experience: Healthcare Product(s) support (PACS / DICOM / HL7 / SQL)
MySQL Database administration, Troubleshooting Database problems
Handling HIS-PACS-VNA Integration
TCP/IP understanding
How we work at Philips:
There are three core ways that define our ways of working - embracing flexibility, being at our best, and impactful collaboration. We believe this enables us to deliver an outstanding experience to our customers and create the best place to work for people who share our passion.
We know just how important direct interactions are 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.
Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.