Technical Support Specialist

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Technical Support Specialist

Apply locations Petaling Jaya time type Full time posted on Posted 20 Days Ago job requisition id 542287

Job Title

Technical Support Specialist

Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role based in Petaling Jaya - you have the opportunity to focus on delivering excellent healthcare informatics product service support expertise to customer and being there for customers when they need us most.

The Technical Support Specialist – Healthcare Informatics is responsible for providing service support expertise to customers, ensuring high customer satisfaction. Activities include resolution of incidents, problems and services requests raised by customers (internal or external). The role provides a conduit between its area of expertise and the cross functional teams; comprising Philips EDI (Healthcare Informatics division) as represented by the Service Desk, Solutions Group, Project Office, EDI Sales and Management.

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 team to perform preventive maintenance.
• Participate and contribute in cross functional team as an active team member.
• Scope, design, build, deploy and/or integrate solutions.
• Fulfill software implementation deliverables such as detailed design documentation, system build, configuration and testing.
• Analyze the unique business, technical and clinical customer requirements to design, build and/or integrate the most appropriate solution.
• 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.
• Mentor and train customers to maintain their systems.
• Act as a customer advocate and leverage insights to drive product decisions.
• Contribute to the collective learning of Philips, seeking to share knowledge globally; assess and share repeatable processes that can be leveraged across multiple projects.
• Resolve technical issues and offer proactive technical support.
• Meet project milestones and timelines for tasks/activities assigned.
• Work on root cause analysis of incidents when needed and liaise with Problem management team for further analysis.
• 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:

• Bachelor's Degree or Diploma in Information Technology or Computer Science.
• 1-3 years experience in IT Implementation, Networking, Infrastructure Support and/or Technical Support.
• Windows Server Administration experience preferred.
• Knowledge of Oracle database, VMware, Hyper-V, Windows Server application and network technologies preferred.
• Proven proactive, self-starter with 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, willingness to learn and team-spirited with learning aptitude.
• Exhibits leadership through personal responsibility, accountability and teamwork; able to write client-side scripts like PowerShell, batch, etc. preferred.
• Flexible to travel as needed by the business.

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.

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 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran