Customer Care Call Centre Response Engineer at Philips

Job Description

Your challenge

Customer call processing, screening and diagnosing professionally Healthcare equipment to support customers and colleagues remotely with solving technical issues and ensuring maximum customer satisfaction.

Diagnose healthcare equipment to the quality standards set by Philips Healthcare (PH) remotely by interviewing customers or colleagues by telephone or by remotely logging in to the system

Your responsibilities

• Advice Customer Care Center Coordinators and District Operations Managers and / or Team Leads about the best follow-up w.r.t. technical state of the diagnosed healthcare equipment
• Advice the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources
• Take calls from customers and make sure they are processed in the CCC ERP on timely manner including all relevant data
• Support Field Services Engineers in the field with technical knowledge
• Escalate technical issues to the Technical Support Specialist
• Escalate technical issues to Business Unit support after consultation of the Technical Support Specialist
• Monitor critical functions of the equipment’s in the IB and environmental conditions including RSN and True reachability.
• Lead the planning and implementation of FSN’s and FCO’s accelerating remote implementation where applicable.
• Submit timely and accurate service data, job sheets, reports, expense claims, radiation film badges, field problem reports and other paperwork as assigned
• Keep abreast of new technologies likely to affect PH range of products
• Use company property with care to ensure optimal results with minimal operational costs
• Be a professional representative for PH with respect to customer problems, ensuring personal acceptability by the customer in behaviour in accordance with PH policy and targets
• Conform to PH safety standards including health and safety regulations and in the event of hazards or accidents to take immediate control of the situation and involve the Operations Manager and / or the responsible person to handle properly confidential issues according Philips standards and to act according General Business Principals
• Follow all quality standards within the frame of valid PH business policies
• Follow the company quality regulations (ISO 9001; PQA; TQM) and internal directives and procedures
• Authorities
• Ordering spare parts
• Execute remote service activities when product certified
• Initiate new and changes in Installed Base data
• Initiate technical escalations to the Business Line

Key measures

• CQ results over 90% for the district
• % calls solved remotely
• % first time fix
• FCO & FSN Zero over dues

We are looking

• Technical qualification preferable in Engineering
• Minimum 2 years’ experience in Healthcare / Sector environment with Imaging Systems
• maintenance and troubleshooting of technical complex systems
• cross modality experience advantage
• Good communication skills, verbal & written
• SAP & XCEL experience non negotiable.