Job Title
Remote Service Engineer - North East
Job Description
In this role, you have the opportunity tosupport customers by ensuring that their critical medical software is functioning at all times, without which doctors would not have access to life saving information.
As part of our Radiology Informatics support team, working primarily with PACS and the associated product portfolio to provide primarily remote support (usually from home)to resolve incidents and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
This role will be covering customers in theNorth Eastand as such our preference is for this successful candidate to be based in this region.
You are responsible for
Working as part of a team to analyse incidents and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
Logging and categorisation of cases of cases according to standard processes
Work through resolution of technical service issues according to standard processes and procedures and specialized 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
Maintain a high level of technical competence on Philips solutions and related technologies
May act as subject matter expert on specific product group(s) or processes
Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction
Contribute to the knowledge base and create knowledge base materials
You are a part of ateam of Support engineers both who support a wide range of solution based software systems including PACS, Cardiology systems based across the UK and Ireland, reporting to the support Manager and work together with the Global Enterprise Diagnostic Informatics (EDI) team.
To succeed in this role, you should have the following skills and experience
Educated to degree level and or equivalent in Computer engineering
Be able to demonstrate understanding of IT systems and infrastructure including the ability to fault find on Servers, Microsoft OS, Network, storage, and SQL/ Oracle.
Excellent levels of customer service and Administrative skills
Ability to attend customer site if required
Ideally experience within a software support capacity.
Ideally working experience of ITIL based processes
Ideally to have had Healthcare informatics experience is desirable, working with PACS, VNA,
Clean Driving license
Due to the role working in the healthcare environment, a standard DBS (Disclosure and Baring Service) criminal record check will be required for this role
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In return, we offer you apath towards your most rewarding career. Success in this complex environment will open many doors for your long-term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person.
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 improving 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more bywatching this video .
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips pageon our career website, where you can read stories from our employee blog. Once there, you can also learn about ourrecruitment process , or find answers to some of thefrequently asked questions .
Equal opportunities
Philips are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Should you require any reasonable adjustments to enable your participation in the interview process, please advise us of this in your application.
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