REMOTE SUPPORT ENGINEER (M/W/D) – CVI, L1 DACH / EU

Job Title Remote Support Engineer (m/w/d) – CVI, L1 DACH / EU Job Description The Remote Support Engineer focuses on delivering excellent customer care and being there for customers when they need us most.
You will engage customers across the globe through our online resources, communities, social outreach, and 1.
care.
This role represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better.
You will be passionate about focusing on the consumer and helping them get the most out of Philips.
This role plays a vital role in the success of the DACH / EU support desk by actively contributing to the attainment of key performance indicators (KPIs) and business goals.
The preferred location for the role is Eindhoven or Vienna, but the role can be filled remotely from any EU country.
Your role Provide support to over 200 customers on our range of our Patient Care / Cardiology Informatics products in the assigned geographical region Analyse break/fix issues working with empathy and a sense of urgency to deliver solutions to meet customer/partner needs.
Resolution of technical service issues according to standard processes and procedures and specialised understanding of complex product issues.
Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation.
Resolving known technical issues.
Maintaining a high level of technical competence on Philips solutions and related technologies and growing own knowledge rapidly.
Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction.
Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.
Contribute to the knowledge base and create knowledge base materials.
Logging service data required for tracking.
Working independently with general supervision on daily work, seeking guidance as appropriate.
For applicants from Austria.
The minimum annual salary according to the Austrian Collective Agreement is € /gross with the willingness to overpay.
The actual annual target salary is in line with the market and will be determined depending on your qualifications and experience.
You are the right fit if.
Previous experience of working directly with customers in a support environment.
Software support experience.
Good technical and analytical skills.
Strong, confident communication skills are expected.
A pleasant and cordial demeanour Ability to work both independently and as part of a team to ensure that a high level of service is provided Relevant degree or equivalent in computer science or related technology.
Previous experience/knowledge of working with databases / Microsoft SQL Server.
ITIL Foundation certification.
Proven ability to write technical articles outlining problems, resolution and troubleshooting steps.
Technical Skills DICOM HL7 T-SQL Scripting languages like powershell.
Prior technical work on ISCV / XPER / IBE will be an added advantage Fluency in the German language is highly preferred.
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.
Learn more about our business.
Discover our rich and exciting history.
Learn more about our purpose.
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 here.
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#LI-EU At Philips, we believe that every human matters.
As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation.
The people who work here share our passion and are motivated to bring this purpose to life.
For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners.
Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health.
We’re committed to building a diverse and inclusive workplace culture where people feel heard, valued and connected.
Because we know the possibilities are unlimited when people feel empowered to grow and succeed together.
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse workforce.
In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of , the Vietnam Veterans' Readjustment Act of , and Title I of the Americans with Disabilities Act of , applicants that require accommodation in the job application process may contact , option 5, for assistance.
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